The Role
Nasdaq calculates thousands of indexes that are utilized across numerous investment vehicles globally, including our flagship Nasdaq-100, thematic exposures, quantitative strategies, ESG, and nascent markets.
Our Index Client Services team supports market participants around the world and is the first point of contact for our valued clients. We are dedicated to delivering exceptional service and strive to continually develop and improve the client experience, setting our products and services apart in the market.
The Index Client Services Manager is responsible for customer retention, adoption, and satisfaction across the Americas region. This role requires exceptional leadership, communication, and problem-solving skills to motivate, develop, recruit and retain employees while rewarding and cultivating a culture of high performance. Through the day-to-day leadership and development of the regional Client Services team, the Index Client Services Manager will implement organization strategies, effectively direct and manage resources, and partner across the organization to achieve success.
What You Will Do, amongst other things
- Manage, coach and mentor a team of Index Client Services Analysts
- Develop and implement customer success strategies, processes, and best practices to enhance customer experience
- Collaborate with cross-functional teams (including Sales, Operations, Product, etc) to ensure seamless customer onboarding, ongoing support, and incident management
- Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues
- Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
- Manages resources and priorities to meet operational needs and take accountability for performance
- Support design, development, testing, and deployment of new functionality, as needed
What We Expect
- Bachelor’s degree, preferably in Business, Economics, Finance, or related field
- An understanding of financial products, Indexes and ETFs
- At least 5 years of experience working in the financial services industry
- Experience in a customer success or account management leadership role
- Ability to lead and motivate teams, fostering a collaborative and customer-centric culture
- Excellent communication and interpersonal skills, with the ability to build relationships at all levels
What Would Be Helpful
- Experience leading a Client Services team
- Knowledge and understanding of equity indices and financial data
- High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce or related tool
- Proficiency with Jira, Sharepoint, Confluence, Jira, or related tools
- Knowledge of and experience deploying customer success best practices, methodologies, and tools
- Strong problem-solving, analytical, and decision-making skills
- Proficiency in data analysis and reporting, with the ability to derive insights from customer data
- Proficiency with data visualization tools (PowerBI, Tableau, etc)
What We Offer
We offer a competitive, well-rounded rewards package that supports you and your family - inside and outside work.
Actual pay depends on your skills, experience, education, and location. In addition to base pay, we offer short-term incentives (bonus or commission) and long-term incentives (equity), where applicable, as well as the following benefits:
- Competitive base salary
- Annual bonus
- Annual equity grant
- Employee Stock Purchase Plan offering discounted company shares
- Pension matching
- 28 paid vacation days
- 6 additional days off per year
- Work from (almost) anywhere – up to 20 days/year
- Paid time off to volunteer
- Health insurance
- Dental insurance
- Gym allowance
- 24/7 mental health support for you and your family
- Global mentoring program
- Unlimited access to e-learning platforms
- Hybrid work setup
- Modern and comfortable work environment with fresh fruit, snacks, and weekly Fika
Learn more on our Nasdaq Benefits & Rewards Career Page.
Come as You Are
Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.
We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.
We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.
