Client On-boarding Specialist I

Job Purpose

ICE Data Services is seeking an exceptional and highly motivated onboarding specialist to join a fast-paced Global Delivery Team. The Client On-Boarding Specialist is an integral part of ICE Data Services overall operational workflow which contributes significantly to the overall success of the business.

In this role, the Client On-Boarding Specialist will be responsible for the set-up and management of new and existing client product configurations currently offered by ICE Data Services. This position will liaise with Client Service, Sales, Product Management and IT to ensure clients experience a seamless onboarding experience.

Responsibilities

1. Establish strong working relationship with clients throughout the onboarding process
2. Communicate expectations and deadlines to clients and internal stakeholders
3. Act as an escalation point throughout onboarding process
4. Capture client requirements as needed
5. Ensure product solutions satisfy client needs
6. Confirm product solutions are compliant with external vendor policies
7. Confirm product solutions meet ICE Data Services minimum product standards
8. Manage client test/trial process
9. Create and maintain proper onboarding documentation
10. Coordinate hand-off to client service
11. Provide client demos as needed
12. Maintain accurate client communication records
13. Ensure all internal stakeholders are updated on the progress of onboarding
14. Communicate enhancement requests as appropriate
15. Escalate issues when onboarding progress is at risk
16. Travel to client sites when necessary

Knowledge and Experience

1. Demonstrate experience in client service, finance or project management
2. PC skills - ability to use Microsoft Word and Excel. Knowledge of Outlook, Salesforce, XML, SQL and Unix a plus
3. Tremendous interpersonal and communication skills
4. Excellent teamwork and collaboration skills
5. Solid customer service skills including excellent business judgment skills
6. Sound ability to multi-task in a fast-paced, time sensitive environment
7. Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
8. Bachelor Degree or equivalent work experience
9. Japanese and/or Korean language would be preferred to explore additional language coverage

Schedule

This role offers work from home flexibility of one day per week.