Index Client Services Manager
About The Position
Index Client Services Manager What You Will Do Nasdaq calculates thousands of indexes that are utilized across numerous investment vehicles globally, including our flagship Nasdaq-100, thematic exposures, quantitative strategies, ESG, and nascent markets. Our Index Client Services team supports market participants around the world and is the first point of contact for our valued clients. We are dedicated to delivering exceptional service and strive to continually develop and improve the client experience, setting our products and services apart in the market. The Index Client Services Manager is responsible for customer retention, adoption, and satisfaction across the Americas region. This role requires exceptional leadership, communication, and problem-solving skills to motivate, develop, recruit and retain employees while rewarding and cultivating a culture of high performance. Through the day-to-day leadership and development of the regional Client Services team, the Index Client Services Manager will implement organization strategies, effectively direct and manage resources, and partner across the organization to achieve success. As an Index Client Services Manager , you will: Manage, coach and mentor a team of Index Client Services Analysts Develop and implement customer success strategies, processes, and best practices to enhance customer experience Collaborate with cross-functional teams (including Sales, Operations, Product, etc) to ensure seamless customer onboarding, ongoing support, and incident management Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues Identify opportunities for upselling and cross-selling by understanding customer needs and pain points Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancements Manages resources and priorities to meet operational needs and take accountability for performance Support design, development, testing, and deployment of new functionality, as needed Maintain customer tear sheets and engage internally with business stakeholders Work directly with the Head of Client Services and Client Experience on special projects and initiatives
Requirements
- Bachelor’s degree, preferably in Business, Economics, Finance, or related field
- An understanding of financial products, Indexes and ETFs
- At least 5 years of experience working in the financial services industry
- Experience in a customer success or account management leadership role
- Ability to lead and motivate teams, fostering a collaborative and customer-centric culture
- Excellent communication and interpersonal skills, with the ability to build relationships at all levels
Nice To Haves
- Experience leading a Client Services team
- Knowledge and understanding of equity indices and financial data
- High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce or related tool
- Proficiency with Jira, Sharepoint, Confluence, Jira, or related tools
- Knowledge of and experience deploying customer success best practices, methodologies, and tools
- Strong problem-solving, analytical, and decision-making skills
- Proficiency in data analysis and reporting, with the ability to derive insights from customer data
- Proficiency with data visualization tools (PowerBI, Tableau, etc)
Responsibilities
- Manage, coach and mentor a team of Index Client Services Analysts
- Develop and implement customer success strategies, processes, and best practices to enhance customer experience
- Collaborate with cross-functional teams (including Sales, Operations, Product, etc) to ensure seamless customer onboarding, ongoing support, and incident management
- Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues
- Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
- Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancements
- Manages resources and priorities to meet operational needs and take accountability for performance
- Support design, development, testing, and deployment of new functionality, as needed
- Maintain customer tear sheets and engage internally with business stakeholders
- Work directly with the Head of Client Services and Client Experience on special projects and initiatives
Benefits
- 401(k) program with 6% employer match
- Employee Stock Purchase Program with 15% discount
- Student loan repayment program up to $10k
- Company paid life and disability plans
- Generous paid time off
- Comprehensive medical, dental and vision coverage
- Health spending account with employer contribution
- Paid flex days to support mental wellbeing
- Gym membership discounts
- Hybrid home/office schedule (for most positions)
- Paid parental leave
- Fertility benefits
- Paid bereavement leave
- Company gift matching program
- Employee resource groups
- Paid volunteer days
- Education Assistance Program
- Robust job skills training and Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
