Client Experience Consultant

The Opportunity

Rimes utilizes technology to automatically retrieve, manage, transform, enrich, validate, and deliver financial data from a wide range of sources to over 350 clients. Client Managed Services owns this process and is the interface between our clients, our platform and organization. Client Managed Services comprises a team of more than 50 staff based in 9 global locations, performing a wide range of client-facing functions. This team oversees the delivery of 60000+ data feeds daily. Client Managed Services’ first line team proactively monitors exceptions based on timeliness and the quality of data in a top-down manner, in conjunction with managing our client’s ever-changing priorities and corresponding queries.  

The Client Managed Services Feed Management team handles complex escalation from our first line group, in addition to managing change projects that impact all our clients globally.  

Client Managed Services team owns the technical relationship with the client; they are responsible and accountable for the service provided to a set of clients, within geographic regions. The Client Experience team ensures the client’s service operates within a set of KPI’s and makes suitable adjustments to ensure it continues to do so. Service Performance teamwork with our clients to adapt to the services received, in line with the ever-changing requirements of the investment management industry. Alongside our sales and account management teams, the Client Experience team provides regular service reviews with our clients, to reinforce our value proposition, provide industry insight and uncover further opportunities to solve our clients’ challenges.  

Key Responsibilities:

• Customer Service: Deliver key information and analytical solutions to customers, enhancing their understanding and use of our products.  
• Monitoring and Troubleshooting: Oversee and troubleshoot the daily provision of data and services to maintain high-quality standards.  
• Query Resolution: Address and resolve client queries promptly, ensuring customer satisfaction.  
• Escalation Handling: Take charge of escalations from the Internal Operations team, working towards swift and efficient resolutions.  
• Client Communication: Manage interactions with clients, fostering positive relationships, and clear communication.  
• Performance Management: Guarantee the delivery of services in alignment with Key Performance Indicators (KPIs) to meet and exceed service standards.  
• Documentation: Engage in comprehensive documentation practices to maintain accurate records and support product and service quality.  
• Training and Demos: Organize and conduct training, demonstrations, and client call to educate and engage clients with our products and services.  
• Product Support: Assist in supporting the full suite of Rimes products to ensure seamless user experiences.  

Who you are:  

• A confident fluent speaker with exceptional interpersonal skills   
• Previous work experience in the financial data industry  
• Have effective analytical and problem-solving skills  
• Graduate caliber, preferably in a finance, mathematics or a related field  
• Experience working with, querying, and manipulating data and large datasets  
• Sound working knowledge of financial spreadsheets and financial databases and applications  
• High proficiency with MS Excel  
• Knowledge and understanding of equity and fixed income indices  
• Knowledge of Python and hands-on experience with AI agents are considered advantages. 
• Flexible, enthusiastic and display a positive attitude 
• Able to multi-task, prioritize and meet deadlines and passionate to work on your own initiative   
• Attentive to detail, but also able to demonstrate a wide degree of creativity