At a Glance
- Tasks: Lead a team supporting real-time market data products and manage client relationships.
- Company: ICE Data Services, a leader in financial technology with a dynamic work culture.
- Benefits: Competitive salary, career development opportunities, and a supportive team environment.
- Other info: Join a fast-paced environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by leading a talented team and enhancing client experiences.
- Qualifications: 5+ years in client-facing roles, strong leadership skills, and technical knowledge in market data.
The predicted salary is between 60000 - 75000 £ 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, onboard new hires, and contribute to team growth planning. Manage shift coverage and resource allocation, including 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, identifying 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 recognise 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: Intercontinental Exchange Holdings, Inc.
ICE Data Services is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee development, we provide ample opportunities for career growth through tailored training and mentorship, ensuring our team members thrive both personally and professionally. Our inclusive culture fosters strong client relationships and teamwork, making it a rewarding place to contribute to mission-critical services in the fast-paced world of market data.
Contact Details:
Intercontinental Exchange Holdings, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Client Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercontinental Exchange Holdings, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intercontinental Exchange Holdings, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Client Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intercontinental Exchange Holdings, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Intercontinental Exchange Holdings, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intercontinental Exchange Holdings, Inc.!
How to prepare for a job interview at Intercontinental Exchange Holdings, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
