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Client Relations Specialist
2 months ago
Join Our Team
As a Client Relations Specialist, you will play a crucial role in supporting our clients through the ISS-LiquidMetrix product suite. Your primary responsibility will be to address 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 valuable 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 focus on delivering value and instilling confidence in our solutions, ensuring high levels of client satisfaction. Our collaborative environment encourages partnership with colleagues, motivating and inspiring individuals to excel. Our mission is to ensure that every client is aware of the tools available to them, enabling them to achieve their objectives with efficiency and precision.
This role offers an excellent opportunity to advance your career within the financial services sector.
ISS-LiquidMetrix is an independent provider of Transaction Cost Analysis (TCA), Execution Quality, Market Abuse, and Pre-Trade Analysis services, catering to every public order and trade executed on global venues. Our clientele includes buy-side and sell-side firms, as well as exchanges and regulators seeking actionable analysis and insights. The LiquidMetrix suite is designed to assist clients in meeting their best execution regulatory and performance obligations by delivering industry-leading client service and trade analytics. We recognize that each client has a distinct investment strategy that necessitates tailored solutions.
Key Responsibilities
- Provide support to clients through various channels including phone, email, and in-person meetings.
- Facilitate the onboarding of new users and provide training.
- Accurately troubleshoot and investigate issues, responding to client requests in a professional and timely manner.
- Collaborate with subject matter experts to resolve complex inquiries.
- Maintain a comprehensive understanding of ISS-LiquidMetrix product suites and their operational environments.
- Address and resolve intricate financial queries on conceptual and practical levels.
- Offer detailed assistance regarding product features, functionality, and technical architecture.
- Ensure compliance with contractual obligations, including service level agreements (SLAs) and key performance indicators (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.
- Foster strong working relationships with colleagues within Client Success and across the organization.
- Participate in internal projects and initiatives.
- Mentor junior team members and support their development.
- Act as a deputy for the Manager & Team Lead when required.
Qualifications
- A degree (or equivalent) in Computer Science, Finance, Engineering, Mathematics, or Statistics.
- 1-6 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 and a knack for understanding complex technical issues.
- A client-focused mindset with the drive to achieve results and ensure customer satisfaction.
- Excellent professional etiquette and relationship-building skills.
- Ability to thrive under pressure and tackle complex challenges.
- Knowledge of the financial services industry, particularly in Best Execution, TCA, and Surveillance, is advantageous.
What You Can Expect From Us
At ISS, our people 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 fostering a culture of diversity and inclusion, investing in our workforce to ensure a fair and equitable workplace.
Let’s empower, collaborate, and inspire one another.
About ISS
ISS is a leading provider of research and technology solutions for the financial market. Since our establishment in 1985, we have offered top-tier benchmark and custom indices globally, assisting clients in identifying investment opportunities and managing portfolio risks. Our services encompass corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS employs over 3,400 professionals across 33 locations worldwide, serving approximately 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk.
For more information, please visit our website.
