At a Glance
- Tasks: Lead a team supporting real-time market data products and manage client relationships.
- Company: Join a leading financial technology firm in the heart of London.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Opportunity to work with cutting-edge technology in a fast-paced industry.
- Why this job: Make a real impact by leading a talented team and enhancing client experiences.
- Qualifications: 5+ years in client-facing roles with strong leadership and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
ICE Data Services is looking for an experienced Client Support Manager to lead a team supporting our real‑time market data products. Based in London, the role combines people leadership, client relationship management and technical oversight across time‑sensitive, mission‑critical services. The ideal candidate brings a strong record of managing client‑facing technical teams alongside a solid grounding in market data, networks and trading environments.
Responsibilities
- People Management
- Lead and develop a team of Client Support Specialists through regular one‑to‑ones, performance reviews and career development conversations.
- Identify training needs and arrange development for individuals and the wider team.
- Conduct interviews, on‑board new hires and contribute to team growth planning.
- Manage shift coverage, resource allocation and project commitments.
- Client Relationship Management
- Act as a senior point of contact for clients, particularly during escalations or when an account becomes sensitive.
- Build and maintain relationships with key client stakeholders and identify opportunities to deepen engagement.
- Case and Escalation Oversight
- Provide oversight on escalated cases, ensuring severity and client impact are correctly assessed and that the right people are involved.
- Ensure cases are accurately tracked and updated and recognize when a team member needs senior support or workload reallocation.
- Identify when service levels or product quality are being called into question and escalate promptly.
- Internal Stakeholder Management
- Work closely with Product, Development, Sales and Account Management to drive resolution of client issues.
- Represent the voice of the client internally and feed back trends, opportunities and risks to relevant stakeholders.
- Identify gaps in process and work with counterparts across the business to address them.
- Set appropriate boundaries with other teams while maintaining strong working relationships.
Knowledge And Experience
- Bachelor’s degree.
- 5+ years of experience in a client‑facing role within market data, financial technology or a similar technical environment.
- Demonstrated experience managing or leading a team, with strong coaching and development skills.
- Excellent written and verbal communication skills, with the ability to handle senior client stakeholders confidently.
- Strong troubleshooting and problem‑solving aptitude.
- Understanding of networks and core computing concepts.
- Knowledge of Unix and shell scripting is desirable.
- Exposure to front‑office trading or market‑data environments is desirable.
- Knowledge of financial markets and associated terminology is beneficial.
- Business‑level fluency in English (written and spoken) is essential. Proficiency in French, Spanish, Japanese, Mandarin or Korean would also be highly desirable.
Manager, Client Support employer: ICE
At ICE, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through continuous learning opportunities and the chance to work with cutting-edge AI technologies in a dynamic environment. Located in a vibrant area, we offer competitive benefits and a supportive atmosphere that empowers our team to excel in their roles.
