Liquidnet is the global institutional trading network where more than 800 of the world’s top asset managers and other like-minded investors come to execute their large trades with maximum anonymity and minimum market impact.
As the global leader in large block trading, Liquidnet provides access to unique trading opportunities in 44 markets across five continents.
Liquidnet approaches every market with the same bold vision to provide a better, more efficient way to trade on a massive scale.
It is this focus on size, combined with the strength of its network, disruptive technology, and commitment to transparency, that is revolutionizing the way equities and corporate bonds are traded.
Liquidnet Investment Analytics provides market insight to its users by using AI tools, such as machine learning and natural language processing, to uncover insights from data and content and then alert users to key factors influencing their investments
About the Role
We are seeking a Client Success Manager to join our fast-growing team and play a pivotal role in the future growth of the division.
This role partners with our Sales and Product Support teams and will manage an assigned group of clients, building and maintaining relationships while ensuring a world-class customer experience and unsurpassable product adoption and usage.
The ideal candidate will have a foundation in financial data products, and a passion for technology-driven solutions.
Develop deep knowledge of our evolving products, value proposition, and Liquidnet’s long-term vision
Maintain ownership of the client from Product Support through initial terms and subsequent renewal periods, including but not limited to : Partnering with Sales to develop and execute a strategy to maximize client satisfaction and retention Learning user workflows and strategies to powerfully demonstrate Liquidnet’s value proposition and further solidify our standing as a strategic partnerLiaising with Product Support to ensure seamless client engagement with the platformVisiting clients regularly in their offices or virtually to provide consultation and training (one-on-one at their desks or in groups)Perform detailed analysis to gain understanding of customer needs and behaviors to maximize product traction and success Answering day-to-day client queries, coaching on optimal use of the productsCoordinating with Product Support to escalate and manage clients through any technical challengesProviding feedback to Development to ensure ongoing product features and improvements align with customer needsConducting client health checks, identifying critical goals and key performance indicators for each client to clearly understand and measure client satisfaction and roll out successPromote usage of new features and functionality
Identify expansion opportunities (e.g. options for new teams, additional users, etc.) and collaborating with sales colleagues to monetize accordingly
Perform to well-defined KPI’s in a rapidly growing business
Contributing to the build-out of our automated helpdesk for simple queries
Utilize our CRM system, participating in a data-driven sales approach
Proactively recommend improvements to establish best practices and efficiencies; thinking creatively to promote new ideas that will advance our efforts
Skills and Experience
Proven ability to drive customer loyalty and create raving fans (high renewal rates, client saves, testimonials)
Existing relationships and / or experience within the financial services industry
Dynamic communication skills (written and verbal) with the ability to engage industry peers
Understanding of fund manager and analyst workflows and priorities
Excellent analytical skills
Passion for and ability to learn new technologies and quickly assimilate product knowledge
Experience with CRM systems
Ability to travel as needed
Proficiency with Microsoft Office products
Understanding and experience with alt data and research as well as AI and NLP technologies
Knowledge of other European languages