Job Description

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 leaders 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.


We are looking for a

Head of Client Services

based in our London office.


The

Client Services

team is responsible for offering

exceptional technical support

and

consultative guidance

to clients using our suite of

advanced products

. We work in close collaboration with

Account Management

,

Sales

, and

Product teams

, ensuring a

seamless service experience

that meets both technical and business needs.


The

Head of Client Services

role will report to the Global Head of Client Services and will have regional responsibility for the delivery of world class

first

and

second-line technical support

,

expert consultation

and

programme delivery

for

regional and larger global clients

both as an individual contributor and through the management of a team of two Product specialists. In addition, they will also work closely with their regional counterparts to triage and provide escalation to incoming queries that are with our first line support team.


This

operational leadership

role will require strategic oversight, team management and coaching. As well as building cross-functional relationships with our product, account management and technical teams to align on customer needs and deliver an exceptional client experience.


As an Individual contributor you will troubleshoot

complex client issues

, ensure prompt and effective resolution, and escalate to wider teams when needed. This role requires a strong combination of

client-facing communication

and

technical proficiency

, directly impacting

client satisfaction

and the

continuous evolution

of

kACE's products

.


Due to the nature of the role travel within the EMEA region may be needed.

Core Responsibilities:

Team Leadership:

o Manage a high performing regional support team of two product support specialists


o Coach and develop team members to enhance team capabilities


o Define and implement ways of working and resourcing to deliver quick, effective response to all client queries within agreed SLA's


o Manage regional caseloads daily to provide consistent service


o Act as the primary escalation point for regional queries and coordinate high priority or complicated cases.

Client Support:

o Address client queries regarding functionality and assist with troubleshooting and resolution


o Provide expert technical support to clients, resolving product-related issues, and capturing underlying business impacts to feed back into

kACE product development

.


o Work directly with clients and internal teams to ensure smooth installation and onboarding processes for new clients


o Supporting client's use of software functionality, technical set up and system configuration as well as liaising between clients and trading partners with respects to connectivity queries.


o Accurately document client interactions and ensure that all assistance provided is clearly recorded in our systems.


o Produce client facing documentation including technical and installation guides

Project management

o As part of a project team assist to coordinate the delivery, installation and implementation of software for clients.


o Act as client facing project manager for small and mid-sized projects


o Co-ordinate with internal teams, business analysts, product, development to provide client facing communication of bespoke product development and timelines


o Lead client calls both project and technical ensuring the correct audience and outcomes

Collaboration with cross functional Teams:

o Liaise between

Account Management

,

Sales

, and

Product Teams

to ensure seamless communication of client needs and requirements.


o Support team in cross functional communication, clear blockers and provide guidance.


o Support business analysts interpret/clarify requirements as necessary to facilitate the successful development and delivery of the bespoke projects


o Assist in the

Business

,

workflow and conformance testing

of bespoke solutions tailored for specific client requirements.

Product Enhancement:

o Understand and document the

business rationale

behind client product enhancement requests.


o Work with internal teams to

prioritize

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.

Leadership skills and experience managing teams

either as a direct line manager or ad hoc/project based leader

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 documentationsfor 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.