Associate Director, Client Success

Associate Director, Client Success

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.

At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations.

We are looking for a dynamic leader to build, develop, and manage a NYC-based Account Management team for the LiquidityBook product. This newly created team will drive improvement in client engagement, satisfaction, retention, and ultimately help clients extract maximum value out of the LiquidityBook product from FactSet.

As the Associate Director, Client Success, you will play a leading role in developing a successful strategy to drive retention and engagement within the LiquidityBook client base. Your mandate will include engaging with all LiquidityBook clients on a quarterly basis and taking extremely detailed notes on each client's feedback about (a) what is working well, (b) what is not working well, and (c) how FactSet can potentially improve that client's experience. The mandate also includes implementing process and product configuration improvements to enhance the client experience.

In partnership with the broader FactSet Front-Office teams, you will leverage all available technology, product knowledge, and awareness of the broader needs of our various client workflows to create customer-centric playbooks that drive product adoption.

Responsibilities include:

• Establish the Account Management function for LiquidityBook and reinforce the customer-first culture
• Develop and implement customer success strategies, analyze customer support data to identify trends, and establish processes to optimize the customer journey
• Implement tactics to increase product adoption, customer loyalty, and retention, contributing to reduced customer churn
• Facilitate Quarterly Business Review (QBR) meetings with each LiquidityBook client and take extremely detailed notes on client feedback
• Through your QBR meetings with clients, identify both [a] specific issues/workflow improvements/general product feedback from the client in relation to the FactSet product(s) and [b] potential opportunities for upsell/cross-sell (e.g. data, EMS/OMS/PMS, TCA, etc.)
• Implement process and configuration improvements within the client environment
• Serve as an escalation point for complex customer issues, working with other departments to find effective solutions and maintain customer satisfaction
• Define and track key performance indicators (KPIs), health scores, and metrics (e.g. NPS) like customer satisfaction and churn reduction
• Facilitate a client feedback loop for the Front-office Product teams and collaborate on product roadmaps aligned to client goals
• Act as the Voice of the Customer by attending client meetings, understanding challenges, and providing feedback
• Develop relationships with key client contacts and ensure the FactSet partnership

Requirements include:

• At least 10 years' experience in a client service role related to front-office trading workflows, ideally at a trading software vendor; Management experience preferred.
• Extremely detail-oriented - particularly with notes taken during client meetings – while also able to understand the big picture of client workflows.
• A deep understanding of customer needs and a commitment to fostering long-term relationships and loyalty.
• Ability to impact client retention through the alignment of product knowledge and client need.
• Interest or experience in sales, client retention, and business growth.
• Strong interpersonal skills.
• Outstanding project management/organizational skills.
• Excellent oral and written communication skills.
• Demonstrated problem solver with the ability to think creatively.

What's In It For You:

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.
• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.
• Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives.
• A global community dedicated to volunteerism and sustainability, where collaboration is always encouraged, and individuality drives solutions.
• Career progression planning with dedicated time each month for learning and development.

The budgeted salary for this position in NYC is $168,000 - $210,000. Salary is just one component of our compensation package and is based on several factors including but not limited to education, work experience, and certifications. U.S. applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.