Technical Client Success Manager

Why Nasdaq When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we’re all valued for our unique perspective Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence Here, we’re committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients What We Offer This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup (at least 2 in office days per week) You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create In return, you will receive HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more What You Will Do Nasdaq is seeking a highly motivated Technical Client Success Manager to lead a small, highly collaborative team based in Manila, that supports the client-facing technical operations of our Nasdaq Data Link Platform and our proprietary Nasdaq market data.

The Technical Client Success Manager will be responsible for keeping Nasdaq’s data clients happy, keeping the team challenged and focused, and will lead efforts with the product development team to share customer feedback and insights to help make our products better. You will also be responsible for providing hands-on coverage for our clients and operations as needed, to help with urgent issues or coverage gaps

• manage the day to day for your direct reports, including administrative duties, coverage and scheduling, conducting regular check-ins and assisting with managing workload priorities and project timelines
• deeply understand business priorities and objectives and work with the team to implement them in the appropriate order
• deal with escalations and assisting with triaging inquiry emails about our platform and data products from our customers and users
• empathize with the customer experience and effectively resolve escalated customer inquiries in a considerate, accurate, and timely manner, with a heightened understanding of business priorities and objectives
• empathize with and coordinate various internal stakeholders, from engineering to product management to sales, to balance priorities
• help the team identify, vet, and pass prospective customers to the sales team
• provide escalation support for pre-sales and post-sales service to our clients, including onboarding calls to assist with API and product-related questions

What We Expect

• At least 4 years experience in Client Success for a marketplace or SaaS technology company, preferably at a startup, and at least 1-2 year of team-lead or managerial experience
• Passionate about problem-solving and providing great customer experience
• A strong customer-centric mindset
• Excellent verbal and written communication skills and enjoy crafting clear and concise messages to customers, and clear directives to your team
• Strong problem solver and comfortable managing high profile problems within tight time constraints
• Uses skills to proactively manage the team to keep track of objectives and timelines, and motivate the team to push themselves and grow in their careers
• Consistent positive energy to lead the team
• Experience and confidence interacting with senior business stakeholders
• A strong interest in technology and have a solid understanding of the impact to business when something in software goes wrong
• You understand web services, including transport (primarily HTTP), common data formats (JSON), and standard API patterns (e.g. REST)
• Highly analytical and able to investigate and interpret qualitative and quantitative data
• Excellent at managing your time and prioritizing customer inquiries
• Adaptable and a quick learner
• Entrepreneurial and enthusiastic about working in a fast-paced agile environment
• Bachelors in Computer Science, Computer Engineering, Business, Finance, Economics, Mathematics, or a related degree
• Proficient with Microsoft Office tools
• Knowledge in one or more of SQL, Python, or Apache Kafka

What Would Be Helpful

• Domain knowledge in finance services and capital markets

Does It Sound Like You? “” link and If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and discover why Nasdaq Manila is Great Place To Work certified! Come As You Are Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation Come as You Are Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.