Client On-boarding Specialist I

Intercontinental Exchange - Jacksonville, FL

Full-time - Entry Level

Remote - Jacksonville, FL

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

ICE Data Services is seeking an exceptional and highly motivated onboarding specialist to join a fast-paced Global Delivery Team. The Client On-Boarding Specialist is an integral part of ICE Data Services overall operational workflow which contributes significantly to the overall success of the business. In this role, the Client On-Boarding Specialist will be responsible for the set-up and management of new and existing client product configurations currently offered by ICE Data Services. This position will liaise with Client Service, Sales, Product Management, and IT to ensure clients experience a seamless onboarding experience. The Client On-Boarding Specialist will establish strong working relationships with clients throughout the onboarding process, communicating expectations and deadlines to both clients and internal stakeholders. Acting as an escalation point throughout the onboarding process, the specialist will capture client requirements as needed and ensure that product solutions satisfy client needs. Additionally, they will confirm that product solutions are compliant with external vendor policies and meet ICE Data Services' minimum product standards. The role also involves managing the client test/trial process, creating and maintaining proper onboarding documentation, and coordinating the hand-off to client service. Providing client demos as needed and maintaining accurate client communication records are essential tasks. The specialist will ensure that all internal stakeholders are updated on the progress of onboarding and communicate enhancement requests as appropriate. In case of any issues, they will escalate them when onboarding progress is at risk, and may need to travel to client sites when necessary.

Responsibilities

• Establish strong working relationship with clients throughout the onboarding process
• Communicate expectations and deadlines to clients and internal stakeholders
• Act as an escalation point throughout onboarding process
• Capture client requirements as needed
• Ensure product solutions satisfy client needs
• Confirm product solutions are compliant with external vendor policies
• Confirm product solutions meet ICE Data Services minimum product standards
• Manage client test/trial process
• Create and maintain proper onboarding documentation
• Coordinate hand-off to client service
• Provide client demos as needed
• Maintain accurate client communication records
• Ensure all internal stakeholders are updated on the progress of onboarding
• Communicate enhancement requests as appropriate
• Escalate issues when onboarding progress is at risk
• Travel to client sites when necessary

Requirements

• Demonstrate experience in client service, finance or project management
• PC skills - ability to use Microsoft Word and Excel
• Knowledge of Outlook, Salesforce, XML, SQL and Unix a plus
• Tremendous interpersonal and communication skills
• Excellent teamwork and collaboration skills
• Solid customer service skills including excellent business judgment skills
• Sound ability to multi-task in a fast-paced, time sensitive environment
• Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
• Bachelor Degree or equivalent work experience

Benefits

• Work from home flexibility of one day per week