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Client Services Analyst
NASDAQ
Rockville, MD, United States
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Major Purpose of this Job:
The Nasdaq Client Service (CS) team is composed of professionals who provide high quality service and support to our global client base across a diverse range of Nasdaq Index and real-time data products.
In addition to providing reactive support spanning index methodologies, data delivery, usage interpretation and technical inquiries, the CS team also provides proactive support to clients remotely and through onsite visits with a primary focus on product education and usage optimization. The CS team is also responsible for supporting sales and product development initiatives, including the onboarding of new customers.
• Position Overview
Reporting to the Director of North American Index Licensing and working within a global team, the individual will be responsible for the coordination and delivery of support for Nasdaq index and data products in a prescribed territory.
Essential Job Functions:
Client Service
• Answer all client inquiries in a timely, professional manner, maintaining a high degree of client satisfaction and retention
• Capture intelligence from all client interactions into CRM system for analysis and follow-up
• Build relationships with clients through email, phone and face-to-face engagements while ensuring 100% of client needs are met
• Analyze, communicate and escalate client concerns as they relate to Nasdaq product offerings to Direct Manager, Index Operations leaders and Sales Managers
• Monitor clients for usage control and access
• Work with the sales team and Sales Manager to develop upsell opportunities
• Support for Sales
• Support the on-boarding process for new clients in conjunction with sales teams. This involves coordinating access to all data and services the client is entitled to receive both direct from Nasdaq and through 3rd party vendors with ongoing technical support
• Provide client education and escalation process for index methodology questions
• Maintain all documents and CRM notes related to sales and service support
• Generate proactive revenue and strategic opportunity leads for sales team members
• Internal Support
• Proactively seek opportunities to collaborate with other group functions internally to improve client experiences
• Effectively negotiate and communicate when working with other departments within the company including marketing, product management, internal data operations, sales and production
• Key Behaviors
• Clients First: We place clients’ interests in the center of decision making.
• Integrity: We embrace good governance by holding ourselves to the highest ethical standards in all of our interactions. We are a trusted partner to the investing public, our shareholders, regulators and our clients. In doing so, we strive to be open and informative in all of our interactions with our clients, stakeholders and each other.
• Passionate: We strive to go above and beyond in everything we do and take pride in delivering extraordinary products and support to our clients (both internally and externally). In addition to having strong skills and capabilities, our desire to execute drives our success.
• Effective: We commit to operational excellence, invest our time in activities that deliver the greatest results for our clients, shareholders and each other. In doing so, we hold ourselves accountable by measuring our performance and accomplishments.
• Resilient: We foster an environment where openness and raising issues before they escalate are encouraged. We take pride in our ability to navigate around challenges and deliver quality results.
• Other Job Functions:
Provide strategic input to the Index Research, Index Licensing and Compliance, and Global Data Products groups within Nasdaq.
Language:
English
Education/Experience Requirements:
• Bachelor’s degree with classes in Business Administration/Economics/Finance.
• Excellent written and verbal communication skills.
• Business experience in the securities/financial industry and/or in sales or account management.
• Skills in Microsoft Office and Salesforce are preferred.
• Strong analytic and problem solving skills
• Strong organizational skills with the ability to handle multiple projects under short-term and long-term deadlines
• Working Conditions:
Fast paced and demanding office conditions designed for a serious self-starter. Occasional travel may be required.
This is a regular full time position located in our Rockville, MD office. Desired start date is as soon as possible. As the selection and interview process is ongoing, please submit your application as soon as possible.
The Nasdaq is an equal opportunity employer. Applicants and employees are treated without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
• Education Required: B.S. in Computer Science, Information Systems, a related discipline, or equivalent work experience
• Experience Required: At least 1 year
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information or any other status protected by applicable law.