Manager, Client Support
On-siteLondon, England, United Kingdom
Job Summary
Lead and develop a team of Client Support Specialists through regular one-to-ones, performance reviews, and career development conversations. Act as a senior point of contact for clients, particularly during escalations or when an account becomes sensitive, while building relationships with key stakeholders. Provide oversight on escalated cases, ensuring severity and client impact are correctly assessed and that the right people are involved. Manage shift coverage and resource allocation, including project commitments, and work closely with Product, Development, Sales, and Account Management to drive resolution of client issues. Identify gaps in process and work with counterparts across the business to address them. Represent the voice of the client internally and feed back trends, opportunities, and risks to relevant stakeholders.
Required Qualifications
- Bachelor's degree
- Experience in a client facing role within market data, financial technology, or a similar technical environment
- Demonstrated experience managing or leading a team, with strong coaching and development skills
- Excellent written and verbal communication skills, with the ability to handle senior client stakeholders confidently
- Strong troubleshooting and problem-solving aptitude
- Understanding of networks and core computing concepts
- Business level fluency in English (written and spoken)
- Knowledge of Unix and shell scripting is desirable
- Exposure to front office trading or market data environments is desirable
- Knowledge of financial markets and associated terminology is beneficial
- Proficiency in French, Spanish, Japanese, Mandarin, or Korean would also be highly desirable
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