Client Success Analyst

About Spacetime.io

We are an innovative trading analytics firm, using AI and cloud computing to build the trading desk of the future. These are exciting times in our industry, as participants grapple with new realities in trading, data and technology. Our modern tech stack and team of experienced traders and technologists make us uniquely well-positioned to take advantage of these new market realities. We are growing quickly and looking for a Client Success Analyst to help us drive our expansion.

About You

You are a tenacious problem-solver, able to take ownership of an issue and see it through to completion. You have several years of experience with trading desk operations, equity trading technology, and strong data analysis skills. You are comfortable working in a small team environment, where collaboration is a crucial skill and a willingness to jump in and help out when required is critical. You are equally comfortable working directly with clients and internal teams, independently responding to issues and questions, and seeing projects through to conclusion. You are looking for a role that can grow, with a young and dynamic company that is expanding quickly and working on exciting technology.

About the Role

Reporting to the Head of Product and Client Success, the Client Success Analyst combines equity trading domain knowledge with strong technical skills to help ensure a smooth on-boarding process for new clients, provide industry-leading on-going client support, and help evolve our product suite.

On-Boarding

This is a core component of the Client Success Analyst’s responsibilities. The Client Success Analyst is a key co-ordinating resource when on-boarding new clients and will be responsible for:

Scoping, requirements gathering, and documentation for the on-boarding of order and execution data for new clients.
Working with TradeFabric Engineering and client technology teams to ensure the proper and timely establishment of networking, sftp accounts/credentials, FIX or any other access method.
Analyzing client order/trade data and mapping it to the TradeFabric data model.
Working with TradeFabric Engineering to ensure timely delivery of data mapping and ETL processes.
Testing and validating incoming client data flows, including reconciling client data received to ensure accuracy and completeness of data delivery and mapping.
Gathering specific requirements for reports and views from clients during the on-boarding process to ensure that these meet requirements upon go-live.
Liaising with client business and technology teams to update on progress and address issues
Supporting go-live with education, training and updating user documentation

Sales Support

In addition, it is expected that the Client Delivery Analyst will be able to support the Sales process by managing PoCs and trial engagements.

Working with Sales to understand, analyse and document the scope and requirements for Proofs of Concept or Trial Period.
Analyzing and documenting data mapping requirements.
Working with Engineering to ensure that methods for receiving, ingesting and processing incoming PoC/trial data (e.g. via sftp flat file, API or FIX) are understood and put in place.
Liaising with client business and technology teams to address issues and update on progress.

Relationship Management

We seek to differentiate ourselves by the quality of our client service. We act with the urgency of a trading desk and provide high levels of service and accountability, when:

Dealing with client queries in a timely manner regarding trade data, analytics, or reporting.
Gathering, understanding and documenting enhancement requests (for features, views and reports).
Conducting regular ‘health checks’ with clients
Providing execution consultancy and interpreting TCA results for our clients.

Skills and Experience

Minimum 2 - 5 years’ experience in a trading, technology, or technology support role within capital markets, preferably with exposure to equities trading.
Canadian Securities Course, Series 7, or other industry qualifications an asset.
Proficiency in data analysis using Python, MS Excel, SQL.Knowledge of the FIX protocol.
Strong verbal and written communication skills.
Adaptability and a willingness to learn.

Salary and Role Type

Competitive salary, commensurate with experience
Full Time, remote role, with primary location in Toronto, ON
Potential requirement for occasional travel

Spacetime is an equal opportunity employer and is committed to a work environment free of discrimination or harassment. We believe in the value of diverse teams that can draw on a variety of perspectives, backgrounds and approaches to solve challenging problems and deliver effective solutions for our clients.
Interested?