Client Success Associate, APAC

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

Founded in London in 1866, the Group operates from more than 60 offices in 27 countries.  We are 5,200 people strong.  We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

About Parameta Solutions

Parameta Solutions is the Data & Analytics division of TP ICAP Group. The business provides clients with unbiased OTC content and proprietary data, in-depth insights across price discovery, risk management, benchmark and indices, and pre and post-trade analytics. Its post-trade solutions offering helps market participants control their counterparty and regulatory risks through a growing range of tools that manage balance-sheet exposure, as well as compression and optimisation services. The Data & Analytics division includes the following brands: Tullett Prebon Information, PVM Data Services, ICAP Information and Burton-Taylor Consulting.

Role Overview:

Parameta Solutions is the Data & Analytics division of TP ICAP. We are a multi-cultural organisation that has set exciting objectives to grow the business and increase contribution to group revenues across a five-year period.  Aligned to this strategy is the position of a Client Success Associate, APAC to be located in the TP ICAP Singapore office. 

The Client Success Team is primarily a post-sale function focused on delivering value to our clients, building strategic relationships, ensuring high satisfaction levels and high retention rates.

The Client Success Associate (CSA) APAC is reporting to the Head of Client Experience and will be assisting the Client Success Managers on all aspects of the end to end management of client activities, from the initial engagement and scope, to the final provisioning of services and day to day management. Understanding our data and processes as well as clients’ goals and challenges, ensuring high satisfaction levels and collaborating internally to deliver an excellent client experience is key to the role.

The CSA will be working closely with sales, data engineers, product, operations, marketing and at times, 3rd party vendors to cement client relationships and accelerate revenue growth.

Role Responsibilities:

• Supporting the CSM with their assigned portfolio of clients as a strategic business partner, helping increase the engagement and retention of our client base; to demonstrate ROI and ensure outstanding levels of client satisfaction
• Helping to ensure a seamless onboarding experience
• Engaging with our clients to understand their business and goals, supporting Parameta Solutions clients strategy and delivering on agreed success outcomes
• Utilising Salesforce dashboards and reporting to monitor relevant client data, spot trends and initiate action to further improve our client engagement.
• Working internally on reviewing and optimising critical processes and documenting these
• Collaborating cross-functionally to resolve client issues in a timely manner
• Referral and advocacy – curating client satisfaction feedback and referrals
• Working with the Data Engineering, Product and Support teams to deliver and act on valuable insights, issues and feedback from our end-users
• Occasional travel within APAC as required
• To fulfil any additional / ad hoc duties and projects as required to meet the needs of the business

Experience / Competences:

Essential:

• Fluent English, both verbal and written other languages advantageous
• Ability to deal with ambiguity and high levels of change
• Excellent communication and interpersonal skills, with the ability to identify and provide comprehensive solutions for varying client needs
• Thrives in a fast-paced environment
• Enthusiasm to learn and absorb financial and technical information relating to our solution set
• Ability to create and enhance relevant documentation
• Confident in liaising with colleagues across departments and offices

Desired:

• Experience of working with Market Data and Analytics extremely beneficial
• Desire to build credibility and rapport with multiple levels of a client's organization
• Additional European languages (both verbal and written) would be very advantageous
• Skilled in use of Salesforce.com and Microsoft applications (especially Excel)
• Self-starter with ability to problem solve, adapt, and grow

Job Band & Level: Professional, 4

#PARAMETA

#LI-ASO

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. 

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