Client Services Specialist

3 weeks ago

London, Greater London, United Kingdom ISS | Institutional Shareholder Services Full time

Join Our Dynamic Client Support Team

As a Client Support Associate, you will play a crucial role in assisting our clients with the ISS-LiquidMetrix product suite. Your primary responsibilities will include addressing customer inquiries related to the LiquidMetrix offerings, which may encompass technical, functional, or operational aspects. You will be expected to resolve issues promptly, manage your workload effectively, and escalate matters when necessary. This position will also provide you with invaluable insights into financial trading and the interpretation of key performance indicators.

The Customer Success team is dedicated to fostering engagement through meaningful interactions with our clients. We aim to deliver value and instill confidence in our solutions, ensuring high levels of client satisfaction. Our collaborative environment encourages partnership with colleagues, motivating individuals to excel. Our ultimate goal is to ensure that every client is well-informed about the tools available to them, enabling them to achieve their objectives with efficiency and precision.

This role presents an excellent opportunity for career advancement within the financial services sector.

About ISS-LiquidMetrix

ISS-LiquidMetrix is a premier provider of Transaction Cost Analysis (TCA), Execution Quality, Market Abuse, and Pre-Trade Analysis services across all public orders and trades executed on global venues. Our clientele includes buy-side and sell-side firms, exchanges, and regulators seeking actionable insights and analysis. The LiquidMetrix suite is designed to assist clients in meeting their best execution regulatory and performance requirements through exceptional client service and trade analytics. We recognize that each client has a distinct investment strategy, necessitating tailored solutions to meet their specific needs.

Key Responsibilities

  • Deliver support to clients through various channels including phone, email, and in-person meetings.
  • Facilitate the onboarding of new users and provide necessary training.
  • Thoroughly troubleshoot and investigate issues, responding to client needs in a professional and timely manner.
  • Collaborate with subject matter experts to jointly resolve complex inquiries.
  • Maintain a comprehensive understanding of ISS-LiquidMetrix product suites and their operational environments.
  • Address intricate financial queries on conceptual, intuitive, and practical levels.
  • Provide detailed assistance regarding product features, functionalities, and technical architecture.
  • Ensure compliance with contractual obligations related to client SLAs and KPIs.
  • Monitor client engagement and product usage to keep clients informed and involved.
  • Analyze user activity to identify underutilized accounts and propose proactive solutions to enhance engagement.
  • Collaborate with internal teams to accommodate custom client requests.
  • Build strong working relationships with colleagues in Client Success and across the organization.
  • Engage in internal projects to enhance service delivery.

Qualifications

  • A degree (or equivalent) in Computer Science, Finance, Engineering, Mathematics, or Statistics.
  • 2-3 years of relevant experience, particularly in Customer Service.
  • A keen interest in pursuing a career in Finance.
  • Proficient in using ticketing and documentation systems such as Jira, Confluence, and OneNote.
  • Intermediate to advanced skills in Microsoft Excel (including pivots, macros, and charting) and basic SQL knowledge.
  • Strong analytical abilities with a knack for understanding complex technical issues.
  • A client-focused mindset with the enthusiasm to achieve results and ensure customer satisfaction.
  • Professional etiquette and strong relationship-building skills.
  • Ability to thrive under pressure and tackle complex challenges.
  • Familiarity with the financial services industry, particularly in areas such as Best Execution, TCA, and Surveillance, is advantageous.

What We Offer

At ISS STOXX, our employees are the driving force behind our success. We are committed to attracting and retaining the most talented individuals in the industry, providing them with the resources and support necessary to enhance their career, health, and overall well-being.

We prioritize diversity and inclusion, striving to create a workplace that is equitable and welcoming for all. Together, we can empower, collaborate, and inspire one another.

Let's be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

Specifically, ISS LiquidMetrix provides a wide range of offerings, including Transaction Cost Analysis (TCA), execution quality, market abuse, and pre-trade analysis services across every public order and trade executed on European venues. Clients include sell sides, buy sides, exchanges, and regulators that require actionable analysis, reports, compliance tools, and global coverage.

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