Lead Client Support Specialist

The role provides project management and an elevated level of customer support for ICE Data Derivatives clients. The ideal candidate will have financial market knowledge and expertise with the OTC derivatives market. They will also have experience of working directly with major/large accounts. They must also possess outstanding customer service skills and think broadly about the overall client experience. A significant part of the job is project management including the overall responsibility for onboarding new customers with integration requirements to use ICE Data Derivatives products and services. Responsibility is from contract signing, through testing in non-production environments, eventually to production. The successful candidate will work with clients on queries regarding the operation of the companys products including handling technical issues, derivatives questions and will be able to resolve issues creatively. It will be necessary to have a deep understanding of the products used by the client as well as familiarity of how clients consume the products and services. The role also demands knowledge of the technical processes necessary for the successful delivery of the companys product offering. The creation and maintenance of strong relationships with internal groups is also necessary. The role is an important bridge between Customer Support and the Sales Organization and as such it carries a high profile.

Responsibilities
Serving as a recognized point of contact for clients and internal stakeholders for derivatives issues and questions which require expertise in OTC financial derivatives, complex financial products and proficiency in all of the companys proprietary product offerings and pricing methodologies.
Training clients on products and services including Integrated Solutions and introducing them to new developments and features.
Serving as an escalation point for support teams in troubleshooting technical service issues, answering questions on methodology and derivatives conventions and guiding the resolution of pricing disputes.
Travelling to clients offices and presenting content on products and derivatives instruments.
Analyzing trends in clients usage of the companys proprietary products and offering insights based on this analysis to product management and sales to determine business strategy and potential new developments.
Monitoring risks to major clients' integration processes.
Escalating problems to senior support staff, operations, R&D, account managers and product managers.
Handling customer enquiries by email and phone calls.