Client Onboarding Specialist - Intercontinental Exchange

Job Purpose

ICE Data Services is seeking an exceptional and highly motivated onboarding specialist to join a fast-paced Global Delivery Team. The Client On-Boarding Specialist is an integral part of ICE Data Services overall operational workflow which contributes significantly to the overall success of the business.

In this role, the Client On-Boarding Specialist will be responsible for the set-up and management of new and existing client product configurations currently offered by ICE Data Services. This position will liaise with Client Service, Sales, Product Management and IT to ensure clients experience a seamless onboarding experience.

Responsibilities

• Establish strong working relationship with clients throughout the onboarding process
• Communicate expectations and deadlines to clients and internal stakeholders
• Act as an escalation point throughout onboarding process
• Capture client requirements as needed
• Ensure product solutions satisfy client needs
• Confirm product solutions are compliant with external vendor policies
• Confirm product solutions meet ICE Data Services minimum product standards
• Manage client test/trial process
• Create and maintain proper onboarding documentation
• Coordinate hand-off to client service
• Provide client demos as needed
• Maintain accurate client communication records
• Ensure all internal stakeholders are updated on the progress of onboarding progress
• Communicate enhancement requests as appropriate
• Escalate issues when onboarding progress is at risk
• Travel to client sites when necessary

Knowledge and Experience

• Bachelor's degree or equivalent work experience
• Demonstrate experience in client service, finance or project management
• PC skills - ability to use Microsoft Word and Excel. Knowledge of Outlook, Salesforce, XML and SQL a plus
• Tremendous interpersonal and communication skills
• Excellent teamwork and collaboration skills
• Solid customer service skills including excellent business judgment skills
• Sound ability to multi-task in a fast-paced, time sensitive environment
• Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
• Written and verbal communication skills in English and Japanese are essential to manage relationship with external stakeholders

Operations