About the Role
The Client Success Manager is responsible for ensuring clients derive maximum value from our platform.
This role acts as a bridge between clients and internal teams, facilitating smooth onboarding, ongoing support, and long-term relationship success.
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Key Responsibilities
* Client & Trader Support:
o Serve as the first point of contact for client and trader queries, ensuring timely resolution and proactive communication.
* Client Onboarding & Integration:
o Lead the onboarding process for new clients, including platform configuration, user training, and integration with internal systems (e.g., OMS, EMS, back-office platforms).
* Relationship Management:
o Build and maintain strong, long-term relationships with key stakeholders across client organisations. Regularly engage clients to understand their evolving needs and ensure satisfaction.
* Cross-Functional Collaboration:
o Work closely with Product, Engineering, and Operations teams to relay client feedback, influence product development, and ensure delivery of client requirements.
* Client Advocacy:
o Champion the voice of the client internally, ensuring their needs are represented in product roadmaps and service enhancements.
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Ideal Candidate Profile
* Proven experience in a Customer Success, Client Services, or Operations role within a FinTech or Capital Markets environment.
* Alternatively, experience in a client-facing role at a bank, asset manager, or hedge fund, with exposure to Securities Finance, Repo, or Equity Derivatives.
* Strong understanding of front-to-back trade lifecycle and post-trade processes.
* Excellent communication, problem-solving, and relationship-building skills.
* Ability to thrive in a fast-paced, client-centric environment.
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Nice to Have
* Familiarity with FIX protocol, SWIFT messaging, or other financial integration standards.
* Experience with SaaS platforms or enterprise software in financial services.