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Product Support Specialist

19000129 Requisition #
Job Purpose

Intercontinental Exchange (NYSE:ICE) is a Fortune 500 company that operates a leading network of global futures, equity and equity options exchanges, as well as global clearing and data services across financial and commodity markets. 


By putting the needs of our customers and global participants first, we are a high-growth company that started by bringing transparency and risk management to the global derivatives markets. We’re engineers, strategists and problem-solvers who continually create and improve technology that solves market structure challenges on behalf of the industry.


This function is an integral part of our client support organisation focused on providing technical and relationship support to our top customers.


The position requires a senior client service professional with a mix of customer facing and technical skills to provide proactive and reactive support, manage overall service delivery for key regional clients, and coordinate closely with the sales, account management, pre-sales, and the customer support teams to ensure a differentiated service experience.


  • Serve as the face for customer support in the region, engaging with customers proactively and reactively to ensure a differentiated service experience.
  • Establish ownership of escalated customer issues and seek resolution by involving key stakeholders.
  • Lead key global and regional projects to drive operational efficiency and improve the customer experience.
  • Work with sales, pre-sales and account management to secure, enhance and grow customer relationships.
  • Facilitate client interactions and work to streamline communication (i.e. will collect, review and add insight to all internal and external performance metrics, will lead monthly service meetings, participate in Quarterly Service Reviews (QSRs) where applicable , outline service strategies and roadmaps for service enhancements)

Knowledge and Experience
  • Knowledge of the financial markets and associated terminology with previous experience in a relevant role
  • Strong understanding of ICE Data Services real-time product suite
  • Strong technical acumen including a understanding of networks, core computing concepts and experience with Unix and Unix scripting
  • Exposure to front office trading/market data environments, ideally in a client/business facing role.
  • Outstanding communications and presentation skills
  • Ability to act with urgency and understand client impacts and required responses
  • Track record of collaborating with multiple teams to achieve objectives
  • Excellent problem solving and planning skills
  • Able to multitask and take command of situations with confidence and control
  • Proven success working in a team environment
  • Positive attitude and deep customer service orientation
  • Ability to travel when required.
  • BA or BS (or equivalent) required

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