Client Services Manager

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📅  Posted 11 days ago 📍 United States
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Job Description

About BMLL:

We are the leading, independent provider of harmonised, Level 3 historical data and analytics to the world’s most sophisticated capital market participants. BMLL offers banks, brokers, asset managers, hedge funds and global exchange groups immediate and flexible access to the most granular Level 3, T+1 order book data and advanced analytics, enabling them to accelerate research, optimise trading strategies and generate alpha at unparalleled speed and scale.

We have a fantastic team and our culture is inclusive and highly collaborative, a place where our employees are encouraged to be themselves.

We give all our employees share options, empowering them to get involved in decision making and help shape the future of our company as we continue to grow and scale. This will be a remote position for the US region.

For more information, please visit our website, or visit our Twitter, @bmlltech or LinkedIn, @BMLL

About the role: 
BMLL is looking for a regional Client Services Manager to work with sales, product and data science support teams to focus on client onboarding, retention and acting as BMLL’s eyes and ears within a customer account.

Positive customer experience will be central to the role. The successful candidate will champion the cause of the customer and ensure that client impact is always considered in any internal and external decision.

The Client Services Manager will report to the regional Head of Sales.


A Client Services Manager (CSM) supports customers as they transition from sales prospects to active users of the product.

The Client Services Manager will:

  • Work closely with Head of Sales on existing sales pipeline management
  • Manage the clients onboarding process from Trial to Enterprise
  • Ensure all Proof of Concept clients become Enterprise clients
  • Being proactive to consistently improve the customer experience
  • Keep clients engaged and regularly using products while identifying upsell opportunities
  • Collect customer feedback and ensure it is fed into the product development cycle
  • Build customer relationships and create customer loyalty
  • Build and implement customer success playbooks for each client segment
  • Reduce churn and ensure client retention
  • Liaise with sales and product teams to understand and represent client needs as well as to align clients’ need with wider firm’s strategy
  • Competitive salary
  • 25 days holiday plus bank holidays
  • Share Options after completion of probationary period
  • 401K
  • Private Medical Insurance
  • Life insurance
  • Remote Working for the US position
  • A yearly Wellbeing Physical Activity budget
  • Collaborative culture
  • Regular Team Socials where applicable

We are an inclusive employer and welcome applicants from all backgrounds. We pride ourselves on our commitment to Equality and Diversity and are committed to removing barriers throughout our hiring process - if you have any special requirements or require reasonable adjustments to help you access career opportunities at BMLL, please do let us know


Essential Requirements:

  • 3 to 5 years of customer success experience
  • Preferably have experience at a prior firm that either handles financial services or data services
  • Strong understanding of the investment community (exchanges/ATS, sell-side, hedge funds, and asset managers)
  • Ability to build strong relationships externally with customers’ key stakeholders
  • Excellent communication and presentation skills
  • Strong organizational skills
  • Good technical skills required to support BMLL’s range of products
  • Strong Teamwork to work well internally with multiple teams