Client Experience Senior Associate, Cboe

• Established contact base and influence within firms in the financial industry
• Experience leading broad, cross-team initiatives
• Excellent interpersonal and relationship building skills
• General understanding of financial markets and/or trading experience
• Ability to effectively manage multiple, diverse and/or complex projects and deadlines
• Strong communication skills, including the ability to communicate to different audiences both verbally and in writing

Desirable

• As a Client Experience Senior Associate in Cboe’s Data Vantage, you will assist the team in creating and maintaining excellent client relations, identifying growth opportunities, and integrating clients with Data Vantage product offerings
• You will take an active role in creating and executing on client outreach efforts across all Data Vantage business lines
• This includes managing strategic accounts, working closely with teams across Cboe, and building an infrastructure of client analytics
• You will be a point of contact for clients to bring client feedback and ideas to the team to continue to build superior products
• You will assist in leveraging and building client analytics to understand the Data Vantage client landscape and identify any areas of risk as well as opportunities for growth
• Take the lead in outreaching to clients via emails, calls, and in person meetings to ensure adoption of services, gather feedback, and strengthen client relationships
• Work directly with clients to understand why they’re using our products, diagnose issues they’re facing, and come up with solutions internally and externally
• Manage the completion of support issues, follow up on billing delinquencies, utilizing internal resources to better serve clients, and assisting the Sales team with lead generation
• Be aware of what client types should be informed of new product features and enhancements and reach out to clients directly
• Reach out to clients at onboarding to fully understand use case and follow up with recently off-boarded clients to understand termination reason
• Work with the team to create a “know your customer” infrastructure by organizing and analyzing client data to help the Data Vantage team make informed decisions
• Identify and act on opportunities to increase customer satisfaction and deepen relationships through quantitative and qualitative data
• Assist with marketing as needed to assist with promoting new product features
• Work with internal teams to create and send surveys to gather client feedback and report to the appropriate teams
• Increase customer satisfaction and deepen relationships by staying up to date on market trends and identifying insights from both quantitative and qualitative data
• Document, share, and act upon client feedback to help influence Data Vantage’s prioritization and roadmap process