Job Directory Client Support Specialist

Client Support Specialist
Bedford, MA

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Job Description

Job Purpose

ICE Data Services is seeking an exceptional and highly motivated Client Onboarding Specialist to join a fast-paced Global Delivery Team. The 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 Onboarding Specialist will be responsible for the set-up and management of new and existing client product configurations for the ICE Data Services Consolidated Feed product suite. The role will work closely with both internal parties and customers to ensure a excellent customer experience.


* Establish strong working relationship with clients throughout the onboarding process and ongoing management of the account
* Communicate expectations and deadlines to clients and internal stakeholders
* Act as an escalation point for customers and escalate key issues internally for resolution
* Execute flawlessly on configuration changes to customer entitlements
* Confirm product solutions are compliant with external vendor policies
* Confirm product solutions meet ICE Data Services minimum product standards
* Create and maintain proper onboarding documentation
* Coordinate hand-off of new setups to production
* Ensure all internal stakeholders are updated on the progress of onboarding progress
* Escalate issues when onboarding progress is at risk

Knowledge and Experience

* 3+ years of experience in client service, finance or project management
* PC skills including ability to use Microsoft Excel, & Outlook. ServiceNow and Salesforce a plus
* Tremendous interpersonal, written, and verbal 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
* Bachelor Degree or equivalent work experience

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

Additional Information

* Job Type: Standard
* Schedule: Full-time

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