Senior Product Specialist EMEA

smartTrade Technologies is a software publisher specializing in the trading and finance sector. Its clients primarily include investment banks, stock exchanges, brokers, and pension funds. smartTrade enables real-time computerized management of financial flows among these different stakeholders. kACE is a leading product brand within smartTrade Technologies, providing cutting-edge FX derivatives pricing and analytic solutions to over 350 client sites worldwide. The brand is recognized as the market leader in delivering innovative FX derivative workflow solutions within the financial services sector. Joining smartTrade means becoming a part of an innovative and international company with offices in Aix-en-Provence, London, Geneva, New York, Toronto, Hong Kong, Singapore, and Tokyo. Skill development and career progression are top priorities at smartTrade, offering employees numerous opportunities for learning, advancement, and mobility. Sports and their values of teamwork, performance, and dynamism are integral to the company’s culture.

The Client Services team is responsible for delivering exceptional technical support and consultative guidance to clients using our suite of advanced products. Working closely with Account Management, Sales, and Product teams, the function ensures a seamless client experience that meets both technical and commercial objectives.

The role reports to the Global Head of Client Services and holds regional responsibility for the delivery of world-class first- and second-line technical support, expert consultation, and programme delivery for EMEA-based and global clients. The role operates primarily as a senior individual contributor, while also collaborating with and coaching junior members of the team to drive consistency, quality, and best practice across the region. The role works closely with regional counterparts to triage incoming queries, support first-line teams, and provide escalation and subject-matter expertise for complex client issues.

As a senior individual contributor, you will troubleshoot and resolve technically complex problems, ensuring timely and effective outcomes, and engaging wider technical, product, or engineering teams where required. In addition, you will lead the testing, packaging, and delivery of software releases and client-specific customisations, taking ownership of client-facing deployments and associated project management activities. This includes coordinating internal stakeholders, managing timelines, and ensuring high-quality delivery aligned with client expectations. This role requires a strong balance of technical expertise and client-facing communication skills, with a direct impact on client satisfaction, retention, and the ongoing evolution of kACE’s products. Building strong cross-functional relationships across Product, Account Management, and Technical teams is central to success in this role, ensuring customer needs are clearly understood and effectively addressed. Due to the nature of the role, occasional travel within the EMEA region may be required.

Core Responsibilities

• Act as a senior regional authority for kACE within EMEA, owning complex client issues across first- and second-line support.
• Serve as the primary escalation point for high-priority, complex, or client-critical queries, coordinating resolution across internal teams.
• Maintain oversight of regional caseloads, proactively identifying risk, prioritising work, and supporting effective resolution within agreed SLAs.
• Provide hands-on expert technical support to clients, troubleshooting complex functional, configuration and integration issues.
• Assist in the design and implementation of internal ways of working, knowledge sharing and training to upskill team members.
• Assist in managing regional caseloads daily to provide consistent service.

Client Support

• Address client queries regarding functionality and assist with troubleshooting and resolution.
• Provide expert technical support to clients, resolving product-related issues, and capturing underlying business impacts to feed back into kACE product development.
• Work directly with clients and internal teams to ensure smooth installation and onboarding processes for new clients.
• Support client’s use of software functionality, technical set up and system configuration as well as liaising between clients and trading partners with respect to connectivity queries.
• Accurately document client interactions and ensure that all assistance provided is clearly recorded in internal systems.
• Produce client-facing documentation including technical and installation guides.

Project Management

• As a senior member of a project team assist to coordinate the delivery, installation and implementation of software for clients.
• Act as client-facing project manager for projects.
• Co-ordinate with internal teams, business analysts, product, development to provide client-facing communication of bespoke product development and timelines.
• Lead client calls both project and technical ensuring the correct audience and outcomes.

Collaboration with cross-functional Teams

• Liaise between Account Management, Sales, and Product Teams to ensure seamless communication of client needs, issues and requirements.
• Support team in cross-functional communication, clear blockers and provide guidance.
• Support business analysts interpret/clarify requirements as necessary to facilitate the successful development and delivery of the bespoke projects.
• Assist in the Business, workflow and conformance testing of bespoke solutions tailored for specific client requirements.

Product Enhancement

• Understand and document the business rationale behind client product enhancement requests.
• Work with internal teams to prioritise and address these enhancements.

Required Knowledge and Skills

• Three to five years client-facing experience: Previous experience in account management, client support, project management or technical consulting, ideally within the financial services or technology solutions sectors.
• Strong Analytical Skills with a logical approach to problem-solving and troubleshooting.
• Excellent Client Communication: Ability to communicate effectively with both technical and business stakeholders and confidently engage with active market participants.
• Organizational & Prioritization Skills: Proven ability to manage both internal and external client needs, ensuring that deadlines and expectations are consistently met.
• Deep Understanding of Clients: Ability to quickly grasp a client’s business, their products, and their unique challenges to provide tailored solutions.
• Team-Oriented: Strong collaborator with the ability to communicate across departments and work effectively in cross-functional teams.
• Self-Motivated: High level of initiative and independence, with the ability to work autonomously and proactively drive tasks to completion.

Desirable Knowledge and Skills

• University Degree in a relevant field: Finance, Economics, Computer Science, Business, or Science.
• FX Options & Derivatives Knowledge: An understanding of the FX Options market and FX derivative trading strategies.
• Technical Writing Skills: Ability to create clear, methodical instructions and documentation for external clients, enabling them to understand and utilize the product effectively.
• Technical Systems Knowledge: Appreciation of front-office systems, architecture, and platforms used in financial services.
• Technical Proficiency: Experience with XML, FIX protocol, and SQL is highly advantageous.
• Understanding of Financial Mathematics or Statistics: A background in financial mathematics or statistics is a plus for tackling complex, quantitative product issues.