Director Client Experience

Why Nasdaq

When you work at Nasdaq youre working for more open and transparent markets so that more people can access opportunities. Connections can be made jobs can be created and communities can thrive. We want all our employees to have access to opportunity too. That means planning for career growth ensuring you have the tools you need and promoting an inclusive culture where were all valued for our unique perspective.

Here you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data analytics and market intelligence.

Here were committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer

This is a permanent full-time role based in Bonifacio Global City Taguig following a hybrid work model setup (at least 2 in office days per week).

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.

In return you will receive HMO coverage for you and your dependents employee stock purchase plan equity grant retirement plan annual bonus free counseling sessions subscription to e-learning platforms fitness wellness and more.

What You Will Do

Nasdaq is seeking a highly motivated Director of Client Experience to lead a small highly collaborative team based in Manila that supports the clients of our market data business.

The Director of Client Experience will be responsible for keeping Nasdaqs data clients happy the team challenged and focused on driving best-in-class client experience. The individual will also lead efforts on sharing customer feedback and insights with the product team to help make our products better. You will also be responsible for providing hands-on coverage for our clients as needed and to help with urgent client issues or coverage gaps.

• manage the day-to-day for your direct reports including administrative duties coverage and scheduling conducting regular check-ins and assisting with managing workload priorities and project timelines

• deeply understand business priorities and goals and work with the team to implement them in the most efficient and effective order

• deal with escalations and assisting with triaging inquiry emails about our market data products and Data Link platform from our clients

• empathize with our clients experience and effectively resolve escalated client inquiries in a considerate accurate and timely manner with a heightened understanding of business priorities and objectives

• Manage and work with multiple internal stakeholders to ensure the teams deliverables and the clients needs are met

• help the team identify vet and pass prospective customers to the sales team

• provide escalation support for pre-sales and post-sales service to our clients including onboarding calls to assist with product-related questions

What We Expect

• 8 years experience in Client Experience/Services for a fintech or SaaS technology company and at least 6 years of team lead or managerial experience

• A strong customer-centric mindset

• Excellent verbal and written communication skills and enjoy crafting clear and concise messages to customers and clear directives to your team

• Able to proactively motivate the team to keep track of objectives and timelines and empower them to push themselves and grow in their careers

• Ability to lead the team with consistent positive energy

• Experience and confident in interacting with senior business stakeholders

• Strong problem solver and comfortable managing high profile problems within tight time constraints

• Experience and confident in interacting with senior business stakeholders

• Domain knowledge in finance services and capital markets

• Highly analytical and able to investigate and interpret qualitative and quantitative data.

• Excellent at managing your time and prioritizing customer inquiries

• Adaptable and a quick learner

• Entrepreneurial and enthusiastic about working in a fast-paced agile environment

• Bachelors in Business Finance Economics Computer Science Computer Engineering Mathematics or a related degree.

• Proficient with Microsoft Office tools

What Would Be Helpful

• A strong interest in technology and have a solid understanding of the impact to the business when something in software goes wrong

• Experience with Salesforce Cases and AI agents

Does It Sound Like You

Please follow through by clicking the Apply link and submitting your application. If your skills and experience are a match we will be in touch the meantime please visit our website and social media channels to learn more about our innovative business inclusive culture and discover why Nasdaq Manila is Great Place To Work certified!

Come As You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age color disability national origin ancestry race religion gender sexual orientation gender identity and/or expression veteran status genetic information or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request an accommodation.