Index Client Services Manager

Overview

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. The Index Client Services team supports market participants around the world and is the first point of contact for our valued clients. The Index Client Services Manager is responsible for customer retention, adoption, and satisfaction across the Americas region.

Responsibilities

• 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.
• Manage resources and priorities to meet operational needs and take accountability for performance.
• Support the design, development, testing, and deployment of new functionality, as needed.

Qualifications

• Bachelor's degree, preferably in Business, Economics, Finance, or related field.
• Understanding of financial products, indexes and ETFs.
• At least 5 years of experience 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.
• Knowledge and experience leading a Client Services team.
• Knowledge of equity indices and financial data.
• High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce or related tools.
• Proficiency with Jira, SharePoint, Confluence, 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.).

Benefits and Compensation

• Competitive base salary.
• Annual bonus.
• Annual equity grant.
• Employee Stock Purchase Plan offering discounted company shares.
• Pension matching.
• 28 paid vacation days.
• 6 additional days off per year.
• Work from anywhere - up to 20 days per year.
• Paid time off to volunteer.
• Health insurance.
• Dental insurance.
• Gym allowance.
• 24/7 mental health support for you and your family.
• Global mentoring program.
• Unlimited access to e learning platforms.
• Hybrid work setup.
• Modern and comfortable work environment with fresh fruit, snacks, and weekly Fika.

Equal Employment Opportunity Statement

Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities. We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated. We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.