Job Description

Building trusted markets — powered by our people.

At Cboe Global Markets, we inspire our people to solve complex challenges together because what we do matters. We provide the financial infrastructure that powers the global economy. As a leading provider of market infrastructure and tradable products, Cboe delivers cutting-edge trading, clearing and investment solutions to market participants around the world.

We’re building inclusive ways to support professional and personal development while strengthening the trust we’ve earned as a global market leader. Our teams are empowered to share ideas, actively pursue them and bring on a challenge. As champions of internal mobility and access to opportunity, we encourage our people to “go for it” and equip our managers with the training to coach their teams to the next level. Our Associate Resource Groups champion diversity, equity and inclusion, giving employees a safe space to network, share ideas and create opportunities.

Sound like the place for you? Join us!

The Client Experience team is hiring for a Client Experience Senior Associate.

As a Client Experience Senior Associate in Cboe’s Data Vantage, you will assist the team in creating and maintaining excellent client relations, identifying growth opportunities, and integrating clients with Data Vantage product offerings. You will take an active role in creating and executing on client outreach efforts across all Data Vantage business lines. This includes managing strategic accounts, working closely with teams across Cboe, and building an infrastructure of client analytics. You will be a point of contact for clients to bring client feedback and ideas to the team to continue to build superior products. You will assist in leveraging and building client analytics to understand the Data Vantage client landscape and identify any areas of risk as well as opportunities for growth.

Location: London (flex/hybrid)

Responsibilities

• Take the lead in outreaching to clients via emails, calls, and in person meetings to ensure adoption of services, gather feedback, and strengthen client relationships.
• Work directly with clients to understand why they’re using our products, diagnose issues they’re facing, and come up with solutions internally and externally.
• Manage the completion of support issues, follow up on billing delinquencies, utilizing internal resources to better serve clients, and assisting the Sales team with lead generation.
• Be aware of what client types should be informed of new product features and enhancements and reach out to clients directly.
• Reach out to clients at onboarding to fully understand use case and follow up with recently off-boarded clients to understand termination reason.
• Work with the team to create a “know your customer” infrastructure by organizing and analyzing client data to help the Data Vantage team make informed decisions.
• Identify and act on opportunities to increase customer satisfaction and deepen relationships through quantitative and qualitative data.
• Assist with marketing as needed to assist with promoting new product features.
• Work with internal teams to create and send surveys to gather client feedback and report to the appropriate teams.
• Increase customer satisfaction and deepen relationships by staying up to date on market trends and identifying insights from both quantitative and qualitative data.
• Document, share, and act upon client feedback to help influence Data Vantage’s prioritization and roadmap process.

Required Skills/Experience

• Established contact base and influence within firms in the financial industry.
• Experience leading broad, cross-team initiatives.
• Excellent interpersonal and relationship building skills.
• General understanding of financial markets and/or trading experience.
• Ability to effectively manage multiple, diverse and/or complex projects and deadlines.
• Strong communication skills, including the ability to communicate to different audiences both verbally and in writing.

Preferred Skills

• BS degree preferred
• At least 3 years in the financial and/or consulting industry.
• Experience in client engagement or Sales roles.
• Knowledgeable/experience using Salesforce, as well as familiarity with Jira and Sigma.

Benefits and Perks

We value the total wellbeing of our people – including health, financial, personal and social wellness. We believe standard benefits like health insurance and fair pay are a given at any organization. Still, you should know we offer:

• Fair and competitive salary and incentive compensation packages with an upside for overachievement
• Comprehensive private medical insurance for employees and their families which includes dental cover (taxable benefit)
• Cboe pays for employee access to a private GP service (face to face or phone call consultations) to make it easy and convenient for you to see a doctor
• Life and long-term illness insurance for stability and peace of mind
• EAP - This service intends to help employees deal with personal problems that might adversely impact their work performance, health and well-being. This service includes short- term counselling and referral services for employees and their immediate family.
• Enhanced paid parental and adoption leave to support parents
• Cboe offers pensions contribution up to 7% of base salary. You don’t have to contribute yourself.
• ClassPass Corporate Membership which provides access to on-demand classes, livestream classes, in-person classes and wellness sessions across different fitness genres. (taxable benefit)
• 25 days holiday per year per holiday year for full time employees, increasing with length of service at a rate of one extra day per completed years’ service, up to a maximum of 30 days.
• Flexible, hybrid work environment
• Discounted Employee Stock Purchase Plan
• Employee referral bonus program
• Complimentary lunch, snacks and drinks in any Cboe office
• Paid tuition assistance and education opportunities
• Generous charitable giving company match
• Volunteer opportunities to help you give back to your communities

More About Cboe

We’re reimagining the future of the workplace by focusing on what matters most, our people. Our journey is an inclusive one. We’re investing deeply in leadership programs and career development initiatives that ensure everyone has an equal chance to succeed. We celebrate the diversity in our communities, inside and out, and welcome new perspectives with equity, inclusion and belonging.

We work with purpose, solving problems with ingenuity, collaboration, and a lot of passion. We’re an engaged and excited team connecting markets across borders and embracing growth in all its forms to achieve incredible outcomes.

Learn more about life at Cboe on our website and LinkedIn.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our associates' differences, including race, religion, sex, sexual orientation, gender identity, national origin, age and disability.

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Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.