Sr Associate - Client Success
hrhub · Bangalore ·
- Seniority
- Senior
- Category
- Customer success
- Experience
- 7+ years
Role Title: Senior Associate- Client Success
Location: Bangalore/Gurgaon
Working Hours: UK (13:30-22:30 IST / 15:00-00:00 IST) and US hours (17:30-02:30 IST / 18:30-03:30 IST [DST]), rotational UK/US shift
Years of Experience: 7-10 years
Role Purpose: Join a dedicated Client Success team to support business-as-usual activities and future business initiatives. The role involves supporting product usage, developing operational processes and delivering exceptional client service.
Required Qualification: Engineering or equivalent IT degree
Mandatory Expertise
• Strong fundamentals in relational database management systems (RDBMS) with hands-on experience in PL/SQL, SQL Server 2008/2012/2016 (T-SQL) and exposure to deployment/source control tools (Jenkins, Octopus, SVN, GIT, TFS)
• Excellent communication and interpersonal skills, with the ability to explain complex concepts simply and manage client expectations
• Experience in analysing application log files and exposure to web services, APIs and SFTP processes
• Basic understanding and prior experience in capital markets, asset management operations or investment banking
• Demonstrates a strong appetite to learn about AI and proactively apply AI solutions to business challenges.
Added Advantage
• Certification in SQL or Oracle
• Knowledge of any scripting language (Python, JavaScript, etc.)
• Exposure to AWS or Azure cloud technologies
Key Deliverables/Tasks
• Support business-as-usual activities, ensuring application uptime and smooth operations, with a client centric mindset focused on anticipating client needs and providing proactive solutions
• Troubleshoot, investigate and resolve data, application, API and SFTP issues reported by users, using thorough log analysis and complex database investigation
• Coordinate with Asset Manager users and Brokers to understand their requirements, working on data/configuration changes and making confident decisions to enable effective solutions and high customer satisfaction
• Own the process for data/configuration changes in the production environment, requiring strong SQL skills and analytical ability; utilise change/release management systems and suggest process improvements
• Ensure accuracy in documenting production issues and uploading them promptly to the knowledge base
• Work on technical implementation projects for new clients and collaborate with the implementation team on new client requirements
• Conduct demos and training sessions for clients, maintaining a regular rhythm of communication and tracking client requests and queries
• Collaborate with the Product Management, Account Management and Implementation teams to contribute to application stability and future vision
• Work closely with Development and Testing teams on new product development and enhancements (e.g. via JIRA and parallel projects)
• Peer review SQL code and provide constructive feedback to colleagues
• Exhibit strong problem-solving and critical thinking skills, prioritising tasks effectively and adapting to high pressure situations
• Foster collaboration and teamwork, providing feedback to peers and mentoring junior team members
• Show a growth and learning mindset by seeking continuous improvement and new skills, and using feedback constructively
• Apply technical troubleshooting skills, including RDBMS concepts, SQL, API/SFTP setup, log analysis, and familiarity with JSON/XML files and error codes
Mandatory Attributes
• Cultural awareness and inclusion, respecting diverse perspectives and adapting communication styles as needed
• Commitment to continuous learning and professional development
• Product and industry knowledge, with the ability to tailor solutions to client requirements and stay updated on industry developments
• Data analysis and reporting skills, using SQL, Excel and AI tools to interpret client data and derive insights
• Process optimisation experience, with a focus on identifying and improving inefficient workflows and implementing automation. Ability to explore the potential of AI within the role.
• Ability to remain focused and calm under pressure, balancing urgency and accuracy
• Strong attention to detail, consistently producing high-quality work and thoroughly reviewing tasks for precision
Euronext Values
Unity
• We respect and value the people we work with
• We are unified through a common purpose
• We embrace diversity and strive for inclusion
Integrity
• We value transparency, communicate honestly and share information openly
• We act with integrity in everything we do
• We don’t hide our mistakes, and we learn from them
Agility
• We act with a sense of urgency and decisiveness
• We are adaptable, responsive and embrace change
• We take smart risks
Energy
• We are positively driven to make a difference and challenge the status quo
• We focus on and encourage personal leadership
• We motivate each other with our ambition
Accountability
• We deliver maximum value to our customers and stakeholders
• We take ownership and are accountable for the outcome
• We reward and celebrate performance
We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.
This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.