Sr. Manager - Client Experience

Nasdaq is seeking a highly motivated Senior Manager - Client Experience to lead a small, highly collaborative team based in North America, that supports the clients of our proprietary market data and our Nasdaq Data Link platform.

• The Senior Manager - Client Experience will be responsible for keeping Nasdaq's data clients happy, the team challenged and focused, and will lead efforts with the product development team to share customer feedback and insights to help make our products better. You will also be responsible for providing hands-on coverage for our clients as needed, and to help with urgent client issues or coverage gaps. Other duties include:
  
  
  • manage the day-to-day for your direct reports, including administrative duties, coverage and scheduling, conducting regular check-ins and assisting with managing workload priorities and project timelines
  
  
  
  • deeply understand business priorities and goals and work with the team to implement them in the appropriate order
  
  
  
  • deal with escalations and assisting with triaging inquiry emails about the Data Link platform and data products from our customers and end users
  
  
  
  • empathize with our customer's experience and effectively resolve escalated customer inquiries in a considerate, accurate, and timely manner, with a heightened understanding of business priorities and objectives
  
  
  
  • Manage and work with multiple internal stakeholders to ensure the team's deliverables and the clients' needs are met
  
  
  
  • help the team identify, vet, and pass prospective customers to the sales team
  
  
  
  • provide escalation support for pre-sales and post-sales service to our clients, including onboarding calls to assist with product-related questions
  
  
  What We Expect
  
  
  • 4+ years experience in Client Experience/Services for a fintech or SaaS technology company, preferably at a startup, and at least 2 years of team lead or managerial experience
  
  
  
  • Passionate about problem-solving and providing great customer experience
  
  
  
  • A strong customer-centric mindset
  
  
  
  • Excellent verbal and written communication skills and enjoy crafting clear and concise messages to customers, and clear directives to your team
  
  
  
  • Strong problem solver and comfortable managing high profile problems within tight time constraints
  
  
  
  • Able to proactively motivate the team to keep track of objectives and timelines, and empower them to push themselves and grow in their careers
  
  
  
  • Ability to lead the team with consistent positive energy
  
  
  
  • Experience and confidence interacting with senior business stakeholders
  
  
  
  • Domain knowledge in finance services and capital markets
  
  
  
  • Highly analytical and able to investigate and interpret qualitative and quantitative data.
  
  
  
  • Excellent at managing your time and prioritizing customer inquiries
  
  
  
  • Adaptable and a quick learner
  
  
  
  • Entrepreneurial and enthusiastic about working in a fast-paced agile environment
  
  
  
  • Bachelors in Business, Finance, Economics, Computer Science, Computer Engineering, Mathematics, or a related degree.
  
  
  
  • Proficient with Microsoft Office tools
  
  
  What Would Be Helpful
  
  
  • You understand web services, including transport (primarily HTTP), common data formats (JSON), and standard API patterns (e.g. REST)
  
  
  
  • A strong interest in technology and have a solid understanding of the impact to business when something in software goes wrong

This position offers the opportunity for a hybrid work environment (at least 2 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates.

Come as You Are

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.