Index Client Services Manager

The Role

Nasdaq calculates thousands of indexes that are utilized across numerous investment vehicles globally including our flagship Nasdaq-100 thematic exposures quantitative strategies ESG and nascent markets.

Our Index Client Services team supports market participants around the world and is the first point of contact for our valued clients. We are dedicated to delivering exceptional service and strive to continually develop and improve the client experience setting our products and services apart in the market.

The Index Client Services Manager is responsible for customer retention adoption and satisfaction across the EMEA region. This role requires exceptional leadership communication and problem-solving skills to motivate develop recruit and retain employees while rewarding and cultivating a culture of high performance. Through the day-to-day leadership and development of the regional Client Services team the Index Client Services Manager will implement organization strategies effectively direct and manage resources and partner across the organization to achieve success.

What You Will Do amongst other things

• Manage coach and mentor a team of Index Client Services Analysts
• Develop and implement customer success strategies processes and best practices to enhance customer experience
• Collaborate with cross-functional teams (including Sales Operations Product etc) to ensure seamless customer onboarding ongoing support and incident management
• Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues
• Identify opportunities for upselling and cross-selling by understanding customer needs and pain points

• Manages resources and priorities to meet operational needs and take accountability for performance
• Support design development testing and deployment of new functionality as needed

What We Expect

• Bachelors degree preferably in Business Economics Finance or related field
• An understanding of financial products Indexes and ETFs
• At least 5 years of experience working in the financial services industry
• Experience in a customer success or account management leadership role
• Ability to lead and motivate teams fostering a collaborative and customer-centric culture
• Excellent communication and interpersonal skills with the ability to build relationships at all levels

What Would Be Helpful

• Experience leading a Client Services team
• Knowledge and understanding of equity indices and financial data
• High proficiency with Microsoft Office (Excel Word PowerPoint) and Salesforce or related tool
• Proficiency with Jira Sharepoint Confluence Jira or related tools

• Knowledge of and experience deploying customer success best practices methodologies and tools
• Strong problem-solving analytical and decision-making skills
• Proficiency in data analysis and reporting with the ability to derive insights from customer data
• Proficiency with data visualization tools (PowerBI Tableau etc)

What We Offer

We offer a competitive well-rounded rewards package that supports you and your family - inside and outside work.

Actual pay depends on your skills experience education and addition to base pay we offer short-term incentives (bonus or commission) and long-term incentives (equity) where applicable as well as the following benefits:

• Competitive base salary
• Annual bonus
• Annual equity grant
• Employee Stock Purchase Plan offering discounted company shares
• Pension matching
• 28 paid vacation days
• 6 additional days off per year
• Work from (almost) anywhere up to 20 days/year
• Paid time off to volunteer
• Health insurance
• Dental insurance
• Gym allowance
• 24/7 mental health support for you and your family
• Global mentoring program
• Unlimited access to e-learning platforms
• Hybrid work setup
• Modern and comfortable work environment with fresh fruit snacks and weekly Fika

Learn more on ourNasdaq Benefits & Rewards Career Page.

Come as You Are

Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.

We are committed to fostering an inclusive workplace where diverse perspectives experiences and identities are valued and celebrated.

We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.