Job description
Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, and Tokyo.
Pico is looking to expand our Client Success Management (CSM) organization in New York to support our growth in clients and market share. The department sits alongside Sales and Sales Engineering and is focused on successful management and delivery of client projects working collaborative internally and externally. The role of Client Success Management is to deliver projects successfully and with the highest level of service to clients and convert projects to revenue swiftly. Project management is a core responsibility of the Client Success Manager who will work closely with external and internal clients to assess and document requirements, construct project plans, coordinate delivery, and communicate status of various initiatives.
Responsibilities and duties (include but not limited to)• Lead and act as subject matter expert on assigned projects
- Build strong and independent relationships with assigned client(s) to onboard key details and data on the client environment, dependencies, plans and goals to embed KYC as part of the account team
- Liaise with clients and technical teams across the business to define project deliverables and deliver complex solutions for global clients. This includes requirements-gathering sessions with clients and/or Pico internal teams and documenting assumptions, decisions, risks, and actions.
- Lead internal team(s) to prioritize approved project work based on analysis of strategic importance, tasks outstanding, obstacles or barriers, budgets, resources and deadlines.
- Create and maintain regular proactive communications (verbal and/or written) to ensure effective delivery, project risk mitigation and traceability with client’s key stakeholders and resources (including but not limited to):
o Drive calls and written communications with clients and act as key touchpoint for ongoing activity
o Lead project planning calls and written commination with Engineering teams (Network, Systems, Data Center and Implementation)
- Navigate the organization effectively to deliver each component of complex projects while holding internal resources accountable for their deliverables and managing clients for their inputs
- Make necessary decisions to prioritize elements of projects based on critical paths, tasks outstanding, key dependencies, and/or obstacles or barriers to successful delivery and recognition of revenues
- Evaluate all key project deliverables, as well as final product, to ensure traceability of requirements and customer acceptance
- Effectively translate requirements into plans, presentations, or specification documents for review with clients and management and for use by Sales
- Complete the “permit to operate” process to hand over large client initiatives to Service Operations
- Collaborate with client on overall book of work to drive visibility and prioritization to support client in achieving business goals.
Education, skills and background (incl. Education and Experience Requirements)
- Highly driven, results oriented, “no detail too small” individual with a commitment to excellence and self-learning
- Ideally a graduate with a minimum of 5 years’ relevant experience including PMP or Prince2 certification
- Strong organizational and time management skills with the ability to work autonomously and as a team player
- Ability to manage multiple streams of work, with potential for changes in priorities, while maintaining high quality standards
- Financial market awareness including areas such as market participants, trading, market data and regulatory themes
- Technology-minded with foundational understanding of Hosting/Network/Systems/Cloud/ Software/IT Operations and their interoperation
- Excellent written and verbal communication skills and ability to engage with senior management and sensitive clients
- Working knowledge of MS PowerPoint, Excel, Word and Project
Working Arrangements
This is an office-based position but will be temporarily remote until NYC office reopening. Though travel may be required from time to time, it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions/geographies including but not limited to EMEA, USA and APAC).
Base salary will be commensurate with a candidate's experience, skillset, education and training.
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