Senior Client Support Specialist

Job Description:

Job Purpose

ICE Data Services, a subsidiary of ICE, has an exciting opportunity within our Strategic Support team. The Strategic Support team is responsible for owning the overall client relationship across ICE Data Service product verticals by building and fostering out client relationships. The Strategic Support team services a portfolio of our top global clients, acting as the voice of the customer; while working closely with individual Client Support teams, Sales and Relationship Management, as well as business line areas. The position requires a client service professional to support a team of Strategic Support specialists with service-related initiatives / improvements as we unify process, procedures, performance metrics, and proactive outreach to create a more holistic client experience.

Responsibilities

Assist in compiling monthly and quarterly performance metrics to allow for regular internal and external review.
Identify and report on trends in metrics, case volumes, challenge categories (pricing and reference data), across all IDS support teams for our major customers.
Involvement in tracking strategic client impact for major production incidents (clients reaching out, client requesting ISR/RCA, etc.)
Participate in producing statistics and presentations for client Quarterly Service Reviews. Periodically join QSR engagements as needed.
Assist in tracking trends in ISC adoption and compile strategic client feedback for future enhancement considerations.
Explore opportunities to improve upon existing Product Analysis Review (PAR) documentation, as well as effectively maintaining on a go forward basis.

Knowledge and Experience

Knowledge of the Financial Data Services industry
Track record of collaborating with multiple teams to achieve objectives
Excellent problem solving and planning skills
Fast, reliable, responsive, proactive, friendly, dynamic and professional
Able to multitask and take command of situations with confidence and control
Proven success working in a team environment
Positive attitude and deep customer service orientation
Bachelors degree or equivalent experience required

Schedule

This role offers work from home flexibility of one day per week.