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Equity Client Success Manager
2 months ago
Position Overview:
We are thrilled to present a unique opportunity to become a part of our rapidly growing Technical Account Management (TAM) team.
TAMs serve as the primary liaison for our clients, taking on substantial responsibilities in managing client relationships and ensuring their technical well-being.
As a TAM, your focus will be on fostering lasting and mutually advantageous partnerships, gaining a deep understanding of client requirements, and aligning them with ION's innovative solutions.
Key Responsibilities:
- Cultivating the client relationship and influencing their perception of ION Markets' services, which includes overseeing upgrades, maintenance, new offerings, migrations, change requests, and daily operations.
- Developing a comprehensive understanding of the client's business, including their ION Markets workflows, market dynamics, and data configurations, and leveraging this insight to guide clients in maximizing the value of ION Markets' services.
- Managing relationships with various stakeholders within the client's organization, including head traders, technology teams, support operations, and compliance departments.
- Serving as a point of escalation for production challenges, ensuring that services are delivered in accordance with contractual obligations, service definitions, and applicable SLAs.
- Analyzing and documenting client requirements, and coordinating with Product Management teams to track enhancements through to deployment and resolution.
- Collaborating with Technical Programme Managers to outline deployment strategies and oversee technical delivery tasks.
- Communicating and managing critical production incidents in support of the support team as necessary.
- Conducting regular service reviews with clients in alignment with our standards, and working with teams to address any SLA failures that may arise.
- Juggling multiple clients and deliveries simultaneously, coordinating with ION Markets' teams to ensure seamless delivery and prioritize effectively.
- Overseeing the scope of work, taking ownership of delivery, dependencies, and following up on commitments.
Required Skills, Qualifications, and Experience:
- Exceptional communication abilities and a constructive, consultative approach, comfortable engaging with both internal and external stakeholders at various levels.
- Outstanding interpersonal skills, capable of building and sustaining collaborative relationships with clients across diverse disciplines.
- An inquisitive mindset with strong analytical skills, adaptable to client needs, and able to articulate these clearly to internal teams.
- Solid business acumen in Equities, with firsthand experience in financial institutions or technology firms operating within the financial markets.
- Proven experience in delivering financial software services to clients, consistently achieving high customer satisfaction rates.
- Proficiency in explaining technical concepts to non-technical personnel.
- Experience managing mission-critical production services for clients, alongside the capability to balance ION's and the client's objectives in a delivery plan.
- A track record of successfully navigating challenging client relationships and complex business scenarios, showcasing your contribution to enhancing client perceptions of service and satisfaction.
- The ability to maintain composure under pressure, demonstrating flexibility and the capacity to make and communicate thoughtful decisions.
- A commercial mindset, with the ability to identify requests outside the scope of service and ensure accurate measurement and management of chargeable work.
- A strong desire to own the client relationship, escalating issues when necessary while retaining accountability for resolution.
- A results-driven approach to service delivery, with a positive attitude towards change and the ability to identify enhancements to improve customer service delivery.
About ION Group:
We are a diverse collective of visionary innovators providing trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments.
Founded in 1999, we have experienced remarkable growth by uniting some of the most successful financial technology firms globally.
- Over 2,000 leading corporations, including a significant portion of the Fortune 500 and numerous central banks, rely on ION solutions for managing their cash, in-house banking, commodity supply chains, trading, and risk management.
- Over 800 prominent banks and broker-dealers utilize our electronic trading platforms to operate the global financial market infrastructure.
ION is a dynamic and rapidly expanding organization with 13,000 employees and a presence in over 40 cities worldwide.
Our ever-growing global footprint, cutting-edge products, and a client base exceeding 40,000 provide an unparalleled career experience for those who share our vision.
ION is dedicated to fostering a supportive and inclusive environment for individuals from diverse backgrounds and experiences. We value the unique identities, abilities, cultures, and traditions of our team members and recognize the importance of diverse perspectives in driving our business forward.
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.
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