Client Engagement Senior Associate

Job Description

Job Description 

As a Client Engagement Senior Associate in Cboe’s Data and Access Solutions (“DnA”), you will assist the team in creating and maintaining excellent client relations, identifying growth opportunities, and integrating clients with DnA product offerings. You will take an active role in creating and executing on client outreach efforts across all DnA 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 DnA client landscape and identify any areas of risk as well as opportunities for growth.

Location: NYC (flex hybrid)

Responsibilities

• 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 DnA 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 DnA’s prioritization and roadmap process.

Required Skills/Experience

• 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.

Preferred Skills

• BS degree preferred
• At least 3 years in the financial and/or consulting industry.
• Experience in client engagement or Sales roles.
• Knowledgeable/experience using Salesforce, as well as familiarity with Jira and Sigma.

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As required by the New York City Human Rights Law, Cboe provides a reasonable range of minimum base salary for roles that may be performed in New York City. Actual compensation is influenced by a wide array of factors including but not limited to geographic location, skill set, level of experience, etc. For New York City only, the range of starting base salary for this role is $81,000-$134,000. Additional incentive compensation and benefits may be available.

Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.