Client Success Lead

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 Lead to take a leadership role within the business and help us drive our expansion.

About You

You are a hands-on leader, manager and tenacious problem-solver, able to balance competing priorities and see to completion multiple activities while managing client relationships and delivering a high-quality experience. You have more than 5 years of experience in trading or supporting trading activities, trade cost analysis, or equity trading technology. You are comfortable working in a small team environment, where collaboration is a crucial skill and a willingness to jump in and deliver what is 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 Senior Client Success Lead combines strong TCA and equity trading domain knowledge with project management 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. The role is accountable for delivering high caliber client service, smooth onboarding, and operational excellence for Spacetime clients. This is a senior role that will grow with the firm, eventually assuming responsibility for a team of direct reports.

Client On-Boarding

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

Managing the portfolio of PoC and onboarding projects, prioritising critical engagements and ensuring clear communication on timeframes, dependencies etc.
Scoping, requirements gathering, and documentation for the on-boarding of order and execution data for new clients.
Liaising with client business and technology teams to update on progress, address issues and manage expectations
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.
Analysing 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.
Supporting go-live with education, training and updating user documentation.

Client Support

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 our clients.

Dealing with client queries and production support issues 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.
Acting as escalation point for operational issues/queries from clients.

Sales Support

It is expected that the Senior Client Success Lead will be able to support the Sales process by managing PoCs and trial engagements. The skills and capabilities required for Client On-Boarding apply here, just in a restricted time frame.

Skills and Experience

5 - 10 years’ experience in a trading, technology, or sales support role with a particular focus on equity trading and trade cost analysis.
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.
Ability to prioritize work, meet client-defined deadlines and manage others

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.