Senior Client Services Manager

Senior Client Services Manager

The Cassini Client Services Team are responsible for client onboarding and implementation and assisting support and relationship management teams with production client management.

This Senior Client Services Manager role is a full-time position within the Client Services Team and is located in the Cassini New York office with occasional travel to the Cassini London office. Some travel to client sites may be required. The primary function of this role is to provide excellent customer service and portray credibility and knowledge in front of clients to build trust and confidence in the Cassini offering.

The ideal candidate will have excellent communication and organisational skills, as well as a technical background with interest in data and capital markets. They must thrive working in a fast-paced environment and have a pro-active approach to their role and responsibilities. In return, Cassini offers candidates the ability to gain an in-depth knowledge of a deep and complex sector that will create great career opportunities.

 

About us

Step into the future with Cassini — Founded in 2014, we are the established, core utility provider of analytics and optimization tools built for the derivatives industry. From London to New York, Chennai to Singapore, hedge funds, asset managers, and banks worldwide rely on our solutions.

 

Our award-winning platform empowers clients to reduce margin, optimize collateral, and enhance their liquidity risk framework, delivering real-time, front-to-back analytics on the full cost of derivatives trading.

 

What sets us apart?

• Recognised as 'Best Derivatives Tech Provider' and 'Analytics Leader’
• Global impact with a rapidly expanding footprint
• Analytics provider to the largest asset managers in the world
• Enterprise-grade security (ISO 27001 & SOC-2)
• Seamless integration with OMS, EMS, and collateral systems

At Cassini, our client focus drives everything we do. We’re a collaborative, energetic team transforming how the financial world manages their liquidity risk. With challenging projects, continuous learning opportunities, and cutting-edge technology, we empower our employees to grow their skills and reach their full potential every day.

Role

The Client Services Team are experts in using the Cassini system and all its functionality. Within this team, the Senior Client Services Manager is responsible for coordinating implementation projects with clients of all sizes as well as being directly involved in configuring and integrating the Cassini software for a client.

 

Specific responsibilities include:

 

• Project and or program managing implementation projects of all sizes, including creating and maintaining custom implementation plans and clearly organising the required implementation tasks.

 

• Managing stakeholder reporting and communication for small, medium and large implementation projects, including task logs, RAID logs and trackers

 

• Act as a leader and manager for the US Client Services team, with responsibility for more junior members

 

• Acting as an escalation point for client projects that may be outside of your direct control.

 

• Providing oversight and coaching to other members of the Client Services team.

 

• Working with other Senior and Lead member of the team to ensure continued process and quality improvements a cross the US and global team.

 

• Working alongside a Delivery Engineer to provide technical assistance to clients that are implementing the Cassini software.

 

• Working with APIs, SFTP file drops and the Cassini User Interface to integrate the client’s data into Cassini’s data structure.

 

• Comfort handling a range of data formats, such as json, xml and csv to receive client data and transform data into internal formats using an ETL layer.

 

• Quickly understand and manipulate large and complex client datasets including debugging of error messages and identifying bad data formats.

 

• Following data integration, ensuring that the client’s required functionality is performing as expected with detailed testing and validation of expected usage.

 

• Providing user training and documentation to the client’s teams on specific features within the client’s preferred workflow (i.e. using APIs, UI or reporting tools)

 

• Liaising with Development and Product teams to highlight and prioritise new features or enhancements required for the client projects they are working on.

 

• Prepare quarterly reporting metrics on production client interactions for the Relationship Management team and help identify opportunities for increasing usage of existing modules or upselling new modules.

 

• Assist the Production Support team with production client queries with understanding of the client use cases and workflows.

 

• Escalate any concerns with client sentiment or project delivery to the Head of Client Services

 

Client Facing:

• Provide SME guidance and support to the Client Services team for all client implementations within their area of expertise.
• Offer SME assistance to Pre-Sales and Sales teams during prospect demos and presentations.
• Identify client challenges and translate them into potential future Cassini solutions through pre-sales calls, quarterly business reviews, or working groups with existing clients.
• Engage regularly with clients to explain and enhance their understanding of pricing and margin methodologies.

 

Required Qualifications & Experience;

The Senior Client Services Manager role offers a diverse set of learning experiences and combines strong communication and organisational skills with the technical skills required for detailed data analysis.  A successful candidate is expected to have the following skills:

 

• Excellent organisational skills and ability to work on many workstreams in parallel
• Excellent communication skills with both internal and external stakeholders
• Strong project management skills including experience creating and tracking implementation plans or similar projects using project management tools
• Good attention to detail
• Experience working with and manipulating large, complex datasets
• Proven ability to document data flows and client user documents for external consumption
• Experience or aptitude for leading and cultivating a collaborative team culture
• Be comfortable working with data transmission layers such as APIs and SFTP
• Experience working with automation tools such as Postman or Bruno
• An understanding of financial instruments.
• Prime Brokerage business experience, is highly advantageous.
• Experience using project management tools such as Smartsheets, MS Project
• Proficiency with MS Word / Excel / PowerPoint
• Understanding of Python coding language

Hybrid Working Arrangement

The Company currently operates on a 2-3 flexible model, meaning there will be two set days on which you are required to be in the office (Tuesday & Thursday) and the other 3 flexible. These days can be changed, and personnel can be expected to be asked to attend the office on any given weekday.