Client On-boarding Specialist Ii jobs at Intercontinental Exchange - Ice in Japan, Osaka

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening to support multiple IDS divisions primarily focused on Pricing and Reference data but also Derivatives and Indices.

Responsibilities

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE Data Services market data products, architecture and customer base.
• Work closely with Sales, Relationship Managers, Product, Development and QA to serve as the voice of the customer internally and drive resolution of issues.

Knowledge and Experience

• BA or BSc degree
• Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional.
• Exceptional customer facing communication skills (written and verbal).
• Strong aptitude to troubleshoot and solve problems.
• Spoken and written fluency in English and Japanese is mandatory.

Desired

• Exposure to back, middle office and/or market data environments, ideally in a client/business facing role.
• Knowledge of financial markets and associated terminology

Job Purpose

In this role, the Client On-Boarding Specialist will be responsible for the set-up and management of new and existing client product configurations currently offered by ICE Data Services. This position will liaise with Client Service, Sales, Product Management and IT to ensure clients experience a seamless onboarding experience.

Responsibilities

• Establish strong working relationship with clients throughout the onboarding process
• Communicate expectations and deadlines to clients and internal stakeholders
• Act as an escalation point throughout onboarding process
• Capture client requirements as needed
• Ensure product solutions satisfy client needs
• Confirm product solutions are compliant with external vendor policies
• Confirm product solutions meet ICE Data Services minimum product standards
• Manage client test/trial process
• Create and maintain proper onboarding documentation
• Coordinate hand-off to client service
• Provide client demos as needed
• Maintain accurate client communication records
• Ensure all internal stakeholders are updated on the progress of onboarding progress
• Communicate enhancement requests as appropriate
• Escalate issues when onboarding progress is at risk
• Travel to client sites when necessary

Knowledge and Experience

• Demonstrate experience in client service, finance or project management
• PC skills – ability to use Microsoft Word and Excel. Knowledge of Outlook, Salesforce, XML, SQL and Unix a plus
• Tremendous interpersonal and communication skills
• Excellent teamwork and collaboration skills
• Solid customer service skills including excellent business judgment skills
• Sound ability to multi-task in a fast-paced, time sensitive environment
• Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
• Bachelor Degree or equivalent work experience
• Spoken and written fluency in English and Japanese is mandatory.
• Korean language would be preferred to explore additional language coverage