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hace 1 mes
Functional Onboarding Specialists need to provide essential support and guidance to customers from early stages until go-live of NTS service implementation and usage. They are the point of contact for any queries, bespoke advise, troubleshooting, and coordinating with internal NTS teams to ensure a smooth onboarding process- Client Engagement:
- Effectively conduct NTS implementation kick-off meeting to explain the onboarding process.
- Establish strong relationships with key stakeholders to ensure customer satisfaction and retention.
- Prepare and deliver tailored project plans to the customers.
- Comprehend and explain the Nasdaq Data Specifications to the customer.
- Implementation:
- Understand customer profile and market surveillance requirements to be able to answer customer queries and offer suggestions.
- Conduct training sessions on NTS products, including calibration, workbench, and alerts.
- Assist customers with alert calibration and alert logic used within NTS.
- Eliminate roadblocks during implementation, e.g. parameter deployments, knowledge gaps, poor coordination with stakeholders, poor understanding.
- Assist the technical onboarding specialist in implementing change requests from customers.
- Educate customers and assist customers with the onboarding process, e.g. knowledge base articles and other written documentation.
- Team coordination:
- Work closely with the Technical Onboarding Specialist and the Sales Executive/Account Manager to take ownership of the onboarding process.
- Work closely with customers and technical onboarding specialists on requirement gathering, analysis, and drafting of change request documents.
- Planning and Reporting:
- Provide weekly project status reports to internal and external stakeholders.
- Collect and act on customer feedback to improve the product by creating and following up on enhancement requests, bug fixes and changes- Be an effective communicator internally to set the correct priority to customer queries and externally to be transparent with customers.
- In-depth expertise in Capital markets and customer Management.
- At least three years of experience in the Capital Markets domain with exposure to multiple products like Equities, Future, Options, etc.
- Understanding of OTC markets like Forex, Fixed Income etc.
- Familiar with market manipulation techniques and local compliance requirements.
- Ability to communicate clearly and professionally at all levels.
- Ability to work in a fast-paced environment and meet tight deadlines.
- Outstanding customer management & negotiation skills.
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