Index Client Services Manager

About the role

Nasdaq calculates thousands of indexes that are utilized across numerous investment vehicles globally, including our flagship Nasdaq-100, thematic exposures, quantitative strategies, ESG, and nascent markets. Our Index Client Services team supports market participants around the world and is the first point of contact for our valued clients. We are dedicated to delivering exceptional service and strive to continually develop and improve the client experience, setting our products and services apart in the market. The Index Client Services Manager is responsible for customer retention, adoption, and satisfaction across the Americas region. This role requires exceptional leadership, communication, and problem-solving skills to motivate, develop, recruit and retain employees while rewarding and cultivating a culture of high performance. Through the day-to-day leadership and development of the regional Client Services team, the Index Client Services Manager will implement organization strategies, effectively direct and manage resources, and partner across the organization to achieve success. What You Will Do, amongst other things Manage, coach and mentor a team of Index Client Services Analysts Develop and implement customer success strategies, processes, and best practices to enhance customer experience Collaborate with cross-functional teams (including Sales, Operations, Product, etc) to ensure seamless customer onboarding, ongoing support, and incident management Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues Identify opportunities for upselling and cross-selling by understanding customer needs and pain points Manages resources and priorities to meet operational needs and take accountability for performance Support design, development, testing, and deployment of new functionality, as needed What We Expect Bachelor's degree, preferably in Business, Economics, Finance, or related field An understanding of financial products, Indexes and ETFs At least 5 years of experience working in the financial services industry Experience in a customer success or account management leadership role Ability to lead and motivate teams, fostering a collaborative and customer-centric culture Excellent communication and interpersonal skills, with the ability to build relationships at all levels What Would Be Helpful Experience leading a Client Services team Knowledge and understanding of equity indices and financial data High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce or related tool Proficiency with Jira, Sharepoint, Confluence, Jira, or related tools Knowledge of and experience deploying customer success best practices, methodologies, and tools Strong problem-solving, analytical, and decision-making skills Proficiency in data analysis and reporting, with the ability to derive insights from customer data Proficiency with data visualization tools (PowerBI, Tableau, etc)