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Senior Specialist, Customer Success

Senior Specialist, Customer Success

ConfidentialHyderabad / Secunderabad, Telangana
30+ days ago
Job description

Job Purpose

The Senior Specialist will be assigned to oversee a territory of high value customers. The role is expected to build up a deep understanding of the services our accounts are contracted for, the underpinning infrastructure, as well as the customer's use of our products in downstream applications and users.

Responsibilities

  • Ensures the infrastructure in place is optimized and future proofed to deliver the services in the best possible way. Any current or future capacity / performance constraints or technology obstacles are understood and mitigated ahead of time.
  • Pro-actively organize customer meetings, technology and content workshops, product, and strategy presentations.
  • Maintains an expert view on all product roadmaps and ensures our customer knowledge of upcoming new content additions, technology enhancements and strategic product launches.
  • Navigates and networks key business sponsors and technical leads to drive increased adoption and usage of our data.
  • Ensures all ongoing service incidents are prioritized and acts as a point of escalation to help resolve and if necessary, expedite any perceived issues impacting service.
  • Works closely with Customer Engineering, Client Services, Delivery, and Exchange Relations to oversee any project related work.

Knowledge And Experience

  • 7-10 years of experience in the market data, front office and / or electronic trading domain in a Technical Account Management, Client Success, Pre-Sales, Support or Product capacity role.
  • Significant exposure to associated technology, connectivity, terminology, vendors, trading venues, market forces and regulation.
  • Excellent understanding of financial markets, the trading life cycle and related terminology
  • Knowledgeable of various asset classes covering real-time data, referential and historical data.

    • Technical Skills

  • Expert user of Microsoft Excel, Visio, PowerPoint
  • Understanding of networking and associated protocols
  • UNIX or similar command-line experience (desirable)
  • Programming experience at some level in Java, C# or C++ (desirable)

    • Personal Skills

  • Confident and professional communicator, both verbal and written
  • Logical and methodical at troubleshooting
  • Comfortable following established processes and procedures as well as identifying the need for process improvement where needed.
  • Ability to multi-task and prioritize under pressure.
  • Strong presentation and organization skills
  • Excellent time management skills
  • Fluent in Business English.

    • Skills Required

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    Senior Specialist • Hyderabad / Secunderabad, Telangana