Manage, coach, and mentor a team of Index Client Services Analysts
Develop and implement customer success strategies, processes, and best practices to enhance customer experience
Collaborate with cross-functional teams (including Sales, Operations, Product, etc) to ensure seamless customer onboarding, ongoing support, and incident management
Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues
Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancements
Manage resources and priorities to meet operational needs and take accountability for performance
Support design, development, testing, and deployment of new functionality, as needed
Maintain customer tear sheets and engage internally with business stakeholders
Work directly with the Head of Client Services and Client Experience on special projects and initiatives

Requirements

Bachelor’s degree, preferably in Business, Economics, Finance, or related field
An understanding of financial products, Indexes and ETFs
At least 5 years of experience working in the financial services industry
Experience in a customer success or account management leadership role
Ability to lead and motivate teams, fostering a collaborative and customer-centric culture
Excellent communication and interpersonal skills, with the ability to build relationships at all levels
Experience leading a Client Services team
Knowledge and understanding of equity indices and financial data
High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce or related tool
Proficiency with Jira, Sharepoint, Confluence, Jira, or related tools
Knowledge of and experience deploying customer success best practices, methodologies, and tools
Strong problem-solving, analytical, and decision-making skills
Proficiency in data analysis and reporting, with the ability to derive insights from customer data
Proficiency with data visualization tools (PowerBI, Tableau, etc)

Benefits

Competitive rewards package
401(k) program with 6% employer match
Employee Stock Purchase Program with 15% discount
Student loan repayment program up to $10k
Company paid life and disability plans
Generous paid time off
Comprehensive medical, dental and vision coverage
Health spending account with employer contribution
Paid flex days to support mental wellbeing
Gym membership discounts
Paid parental leave
Fertility benefits
Paid bereavement leave
Company gift matching program
Employee resource groups
Paid volunteer days
Education Assistance Program
Robust job skills training and Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer success strategiesdata analysisdata visualizationfinancial productsequity indicesfinancial datacustomer success best practicesanalytical skillsproblem-solvingdecision-making

Soft skills

leadershipteam motivationcollaborationcommunicationinterpersonal skillsrelationship buildingcustomer-centric cultureaccountabilitycoachingmentoring