Client Success Analyst - Fixed Income

  • Competitive salary and bonus
  • London, England, United Kingdom
  • Permanent, Full time
  • Ipreo
  • 04 Dec 17 2017-12-04

As a Client Success Analyst, you will be the first point of contact for clients with inquiries related to our Fixed Income product suite within our capital markets platform. This is a great opportunity to gain extensive client interaction and experience in the capital markets. You will also work with our product analysts and software developers to respond to client inquiries.

Why Ipreo:

Imagine a job where you…

  • Work directly with senior managers on a regular basis
  • Have a meaningful impact on the mission-critical products and services that clients rely on every single day
  • Collaborate with colleagues across business lines and regions

 

At Ipreo, this is true for EVERY MEMBER of our global organization! Our technology solutions and analytical insights are relied upon by every major investment bank and thousands of corporations around the world.

 

What’s in it for you:

As a Client Success Analyst, you will be the first point of contact for clients with inquiries related to our Fixed Income product suite within our capital markets platform. This is a great opportunity to gain extensive client interaction and experience in the capital markets. You will also work with our product analysts and software developers to respond to client inquiries. 


What you’ll work on:

The Ipreo Fixed Income platform is a Web-based application suite used every day by thousands of bankers, underwriters, investors and administrators who are active in the global capital markets space. This platform combines data, integrations, and information exchange, to enable full lifecycle deal execution across the global Fixed Income Capital Markets landscape.

 

Your responsibilities will include: 

  • Providing first-tier support across all applications encompassing the Fixed Income program suite
  • Building & strengthening client relationships to (i) ensure satisfaction with existing applications , (ii) maximize user experiences across all functionality and (ii) promote usage of new applications
  • Resolving client issues in a timely and professional manner
  • Liaising with product teams regarding the evolution of applications
  • Keeping abreast of changes in market practice or regulation that impact client support activities

 

What you’ll work on:

  • Serve as a direct conduit for all sell-side and buy-side clientele, across all facets of client service and application support
  • Monitor all client inbound requests via our case management email system and telephony hotlines  to address deals and support requests  in a timely manner, in coordination with the global support team (US, EMEA and HK)
  • Provide outstanding client services by assisting clients with deal management, service interruptions and/or production issues, user training and general application usage
  • Host client meetings to assist with training, product demos and transactional support
  • Producing scheduled and/or ad-hoc reporting deliverables in a timely and accurate fashion
  • Trouble-shoot client issues to pinpoint root cause and remediation steps
  • Partner with Product Build teams to prioritize, track and resolve production issues, to extinguish client interruptions
  • Partner with Product Specialists to share client feedback and understand strategic roadmaps
  • Partner with Professional Services with client onboarding events to ensure proper training and user access
  • Keep abreast of market & regulatory changes that impact service activities, and adapting new team policies/procedures as needed
  • Cross-train with global counterparts to ensure depth of application knowledge and client coverage

 

What we look for:

  • BA/BS degree and/or equivalent related work experience
  • Proficient in MS Office Suite, and a strong knowledge of internet applications
  • Interest in the Capital Markets and the financial markets
  • Excellent written and verbal communication skills, with the ability to cater styles to all levels of management and clientele
  • Exceptional interpersonal skills that incites healthy dialogue and trusted client relationships
  • Good organizational and time-management skills to adhere to deadlines and deliverables
  • Ability to work independently while still interacting within an integrated team structure