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Company Overview
Arcesium is a global financial technology firm that solves complex data-driven challenges faced by some of the world's most sophisticated financial institutions. We constantly innovate our platform and capabilities to meet tomorrow's challenges, anticipate the risks our clients encounter, and design advanced solutions to help our clients achieve transformational business outcomes.
Financial technology is a high-growth industry as change and innovation continue to disrupt the status-quo and prompt major transformation. Arcesium is at a particularly interesting time in our own growth as we look to leverage our successfully established market position and expand operations in pursuit of strategic new business opportunities. We value intellectual curiosity, proactive ownership, and collaboration with colleagues, and we empower you to meaningfully contribute from day one and accelerate your professional development.
Your Team
The Product Consulting Group (PCG) is the first point of contact for our clients, providing comprehensive support to help end users efficiently navigate and utilize our platform. PCG handles day-to-day platform support, coordinates with internal teams to resolve complex issues, and plays a critical role in onboarding new clients and users. The team works closely with Product, Technology, and Operations teams to ensure client expectations are met and the overall client experience is continuously enhanced.
What You'll Do
- Act as the primary point of contact for designated clients, ensuring effective query resolution and maintaining high client satisfaction.
- Serve as a Subject Matter Expert (SME) for assigned product areas and asset classes, providing specialized guidance to clients and internal teams.
- Provide first-level escalation support for client issues, assessing criticality, coordinating root cause analysis, and driving timely resolution.
- Manage and mentor junior team members, providing guidance on client handling, product knowledge, and professional development while setting clear performance goals.
- Drive client onboarding excellence by coordinating with Product Management and Forward Deployed teams to ensure smooth transitions from onboarding to steady-state operations.
- Execute strategic initiatives by engaging with cross-functional stakeholders to align on priorities, drive outcomes, and manage client expectations.
- Build and maintain a comprehensive knowledge base of recurring issues and best practices to drive operational efficiency and enable self-service capabilities.
- Stay current with platform capabilities and new features to provide cutting-edge product support and proactively communicate enhancements to clients.
- Conduct client training sessions and regularly update training materials and documentation to enhance user proficiency and platform adoption.
- Partner with technology teams on platform enhancements by supporting special projects, providing functional specifications, conducting UAT testing, and sharing client feedback.
- Support ad-hoc projects and initiatives based on business needs.
What You'll Need
- Bachelor's or Master's degree in Finance, Economics, Business, or a related discipline.
- 10+ years of experience in financial services, particularly in supporting trade life cycles and middle/back-office operations and/or interacting with hedge fund managers, investment managers, asset managers, or other buy/sell side firms
- Strong exposure to multiple asset classes including Equities, Fixed Income, OTC derivatives, and Swaps trade lifecycle.
- Deep knowledge of middle/back-office processes, financial instruments, fund accounting, and operational workflows across the investment lifecycle.
- Proven experience in client management with a track record of building strong relationships, managing client expectations, and delivering a positive client experience.
- Experience in people management, including mentoring, coaching, and developing team members.
- Strong stakeholder management skills with the ability to collaborate effectively across cross-functional teams, senior leadership, and external clients.
- Demonstrated ability to act as a subject matter expert and drive knowledge sharing, training, and capability building within the team.
- Excellent communication skills, both verbal and written, with the ability to convey complex technical information clearly to clients, stakeholders, and non-technical audiences.
- Client-centric mindset focused on delivering high-quality, tailored solutions and maintaining service excellence.
- Strong ability to multitask, prioritize based on urgency and impact, and manage multiple client engagements effectively in a fast-paced environment.
- High level of personal maturity, collaborative attitude, and commitment to teamwork in a global, client-focused environment.
- Ability to deliver high-quality work under stringent deadlines while maintaining attention to detail and accuracy.
- Technical proficiency in Python and API operations is highly desirable.
Arcesium and its affiliates do not discriminate in employment matters on the basis of race, color, religion, gender, gender identity, pregnancy, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other category protected by law. Note that for us, this is more than just legal boilerplate. We are genuinely committed to these principles, which form an important part of our corporate culture, and are eager to hear from all qualified individuals.
