Real Time Client Advocacy Specialist

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.

JOB DESCRIPTION: Client Advocacy Specialist - Real Time, Client Solutions

PROCESS BRIEF

Data Solutions Client Services (DSO) is the industry-leading provider of FactSet and third-party content. It focuses on three pillars of Connected Content, Digital Delivery, and Client Workflow Solutions, with a focus on client and provider partnerships. DSO clients seamlessly access organized and connected data that is easily discoverable and delivered via various technologies and formats that meet the needs of our client's workflows. By enabling our clients to utilize their preferred choice of industry-standard databases, programming languages, API’s and data feeds, we empower them to focus on the core competencies needed to drive their business. The SBU contributes over $200M in ASV, with a double-digit year-over-year growth rate. Our solutions portfolio includes Standard Data Feeds, Exchange Data Feeds, OnDemand/APIs, Cloud Deliveries, Cornerstone and User Defined Feeds, and Benchmark Feeds.

A career with Data Solutions Client Services group is a unique opportunity to gain a breadth of knowledge and experience within the Financial-Technology industry which will lead to further exciting career opportunities. You will be given immediate responsibility working directly with global clients to provide intelligent solutions for their queries and challenges and developing your expertise on DSO range of products and processes. Moving forward, you will be managing implementation projects and key accounts, delivering innovative business solutions to new and existing clients.

Job Requirements

• 2+ years in a client-facing support, client advocacy, or liaison role within the financial services or FinTech industry.
• Bachelor’s or master’s degree in finance, Computer Science, Engineering, Information Systems, and/or equivalent.
• Familiar with Exchange Data and Contributed Data products.
• Understanding of capital market and financial data / financial terminologies.
• Exceptional written and verbal communication skills, with the ability to translate complex technical issues into clear business terms.
  
  

Job Responsibilities

Client Advocacy

• Serve as the primary point of contact and trusted advocate for our internal Technical Account Management team globally.
• Proactively communicate internally around platform updates, planned maintenance/enhancements, and market data policy changes in a clear, timely, and business-focused manner.
• Act as the "voice of the client" internally, driving necessary changes and prioritizing client-requested features or fixes with Product Management and Engineering teams.
  
  

Real-Time Market Data Support

• Triage and own the resolution of client issues from initial report through to resolution - escalating to technical teams (e.g., Engineering, Product, Content) when necessary and managing the communication internally.
• Utilize internal tools, market data inventory systems, and proprietary diagnostic tools to investigate and resolve issues with Real-Time streaming data feeds, APIs and client-side access.
• Maintain a deep working knowledge of our Exchange Data products and how they integrate with client trading products and systems.
• Utilize knowledge of AWS and private networks to effectively troubleshoot client setup and integration issues.
• Intermediate-level knowledge in either Java or C# technologies with hands-on experience is added advantage.
• A quick learner (including technical learnings), logical thinker, self-motivated, should be able to work independently and with a team.
• Experience in leading client accounts and Stakeholder management experience. 
• Work Location: Hyderabad or Manila
• Shift Timings: Rotation
  
  

What's In It For You

At FactSet, our people are our greatest asset, and our culture is our biggest competitive advantage. Being a FactSetter means:

• 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.
• Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging.
• Learn more about our benefits here.
  
  

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

Company Overview

FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees’ Choice Award winner. Learn more at www.factset.com and follow us on X and LinkedIn.

At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.