The FENICS Market Data Client Services team within Product Management is responsible for providing clients with technical assistance, functional advice, problem resolution and pre-sales support with respect to the extensive FENICS Market Data suite of products. The Client Services team works alongside FENICS Account Management, Sales and Product Management to ensure clients receive an excellent level of service.
The global team is based in 3 geographic locations, and we are now recruiting to backfill a position in our US team based in New York.
The role of the Market Data Product Specialist is to provide excellent Customer Service and subject matter expertise on the overall suite of market data products and process. This includes:
Acting as a dedicated conduit between customers and the Data Product and Strategy, Development and Commercial teams.
Monitoring and managing the Client Services team and individual agents support queues in the CRM system.
Ensure client service requests are handled in a timely and concise manner so there is clear resolution ownership and the client is kept updated throughout the lifecycle of the request.
Ensure information captured in CRM is accurate and up to date for management reporting.
Implementing measures to reduce query resolution times.
Working with the Product and Strategy group to improve data quality and reduce the number of queries.
Act as relationship manager to Data resellers and key customers.
Cross training and mentoring of other Client Services Product Specialists in specific areas of expertise which can include technology and data.
Overseeing the development of new / junior Product Specialists.
Pricing and data analysis.
Manage processes for collecting, cleansing and distributing data.
Investigate, diagnose and rectify production market data issues.
Providing technical support and consultation to helpdesk queries.
Support sales desk with pre-sales enquiries.
Support brokerage with data enquiries.
Understanding business reasons for client product enhancements requests, clarifying required functionality.
Triage of priority for development team and testing of end functionality developed via this process.
Mentoring and nurturing product specialists to help them become SME's.
Required Knowledge and Skills
Market Data generalist background with strong customer service skills.
Strong analytical ability and display logical approach to troubleshooting.
Understanding Complex Issues.
Self-management, creativity and initiative.
Strong organization skills; able to prioritize effectively both internal and external clients and drive projects through to completion.
Must be able to manage multiple tasks.
Good team worker and communicator.
Proficiency with Microsoft Excel.
Understanding of the derivatives market and derivatives pricing.
Appreciation of front to back-office systems, architecture & platforms.
Dealing with third party vendors (e.g. Refinitiv/Bloomberg).
Knowledge of Refinitiv and/or Bloomberg software.
Desirable Knowledge and Skills
Technical Support background in Financial Services
Reuters Contex software for data distribution
Database skills (Analytics / SQL / KDB)
Refinitiv TREP / RMDS
Refinitiv / Bloomberg desktop application experience
Specific financial market data expertise
Advanced Excel skills
Working knowledge of FIX