Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Maintains tight control over the project delivery, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements. Builds and maintains strong client relationships, and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account managers, and achieves contract extensions or additional business within the account(s). Contracts may involve both short
- and long-term commitment of service and vary significantly in value/strategic importance.
What will you be doing?
Main responsibilities include:
- Support clients day-to-day in Software as a Service (SaaS) product
- Help clients with the reported issues and requests, handle incident management, and build new version release schedule
- Assist with coordinating the needs and crafting solutions for clients in collaboration with internal/external teams and vendors
- Represent the client's needs in the prioritization of business and system requirements
- Improve current support model, processes, knowledge base articles
Who are we looking for?
Located in the center of Vilnius city, we are searching for individuals with a passion for customer success and the spirit to succeed in a highly dynamic and global environment, while offering vast growth opportunities, competitive salaries, bonuses, and comprehensive benefits packages!
You should have:
- Bachelor's Degree qualified in Business/Finance or related field, or equivalent work experience
- Good understanding of financial markets and trading concepts
- Few years of experience in a similar product or service support role - Technical & Helpdesk Support or equivalent
- Ability to efficiently use tools such as JIRA, Confluence, MS Office
- Good understanding of service-level metrics
- Analytical skills
- Basic data analysis skills
- Excellent verbal and written communication skills in English
- Superb attention to detail and organizational skills
- Critical thinking and natural curiosity (a self-learner)
- Basic knowledge of business design analysis, project management, and agile framework
- Excellent problem-solving skills
What will it be like working here?
We at Nasdaq are rewriting the future of global economies and markets by unlocking capital and opportunities through its technology, innovation, and expertise. Nasdaq's Marketplace Technology area is committed to powering more than 115 of the world's market infrastructure organizations and market participants, including broker-dealers, exchanges, clearinghouses, central securities depositories, and regulators, in over 50 countries with end-to-end, critically meaningful technology solutions.
Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge the status quo and take intelligent risks. We want everyone to feel welcome and bring their authentic self to work. Every day, we are building a culture where we all feel connected, supported, and empowered.
What do we offer you?
We recognize that our employees work tremendously hard; in exchange, we compensate well, offering, bonuses and equity grants and comprehensive health and wellness programs. We also provide our employees with the resources and opportunities they need to chart a career of achievement, growth and endless possibilities.
You will get:
- Hybrid work model (2 days per week on-site)
- Annual monetary bonus
- Vesting Nasdaq Restricted Stock Units (RSU) for all employees
- Employee Stock Purchase Program Nasdaq stocks with a discount
- Flexible health Insurance program
- Additional paid leave days after 2 years of working at Nasdaq
- Flex day program (6 days a year)
- Internal mentorship program - get a mentor or become one
- Opportunities to grow horizontally or vertically in the organization
- Wide selection of online learning resources, e.g Udemy, O'Reilly
What happens now?
If you think you would thrive in this role, then we would love to hear from you! Follow the link to apply, and one of our team members be in touch.
Come as You Are