Index Client Services Manager

TL;DR

Index Client Services Manager: Lead customer retention, adoption, and satisfaction for index clients across the Americas region with an accent on team leadership, customer success strategy, and proactive issue management. Focus on building customer health insights, coordinating cross-functional onboarding and incident response, and driving upsell/cross-sell opportunities.

Location: United Kingdom - London

Company

hirify.global calculates and provides indexes used across investment vehicles worldwide.

What you will do

• Manage, coach, and mentor a team of Index Client Services Analysts.
• Develop and implement customer success strategies, processes, and best practices to improve customer experience.
• Collaborate with cross-functional teams (Sales, Operations, Product) to ensure smooth onboarding, ongoing support, and incident management.
• Monitor and analyze customer health metrics to identify improvement areas and proactively address potential issues.
• Identify upselling and cross-selling opportunities by understanding customer needs and pain points.
• Support design, development, testing, and deployment of new functionality as needed.

Requirements

• Bachelor’s degree, preferably in Business, Economics, Finance, or a related field.
• Understanding of financial products, indexes, and ETFs.
• At least 5 years of experience in the financial services industry.
• Experience in a customer success or account management leadership role.
• Ability to lead and motivate teams with a collaborative, customer-centric culture.
• Excellent communication and interpersonal skills to build relationships at all levels.

Nice to have

• Experience leading a Client Services team.
• Knowledge of equity indices and financial data.
• High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce (or related tools).
• Proficiency with Jira, SharePoint, Confluence (or related tools).
• Experience deploying customer success best practices and methodologies.
• Data analysis, reporting, and data visualization skills (PowerBI, Tableau, etc.).

Culture & Benefits

• Competitive base salary with annual bonus and annual equity grant (where applicable).
• Employee Stock Purchase Plan, pension matching, and health and dental insurance.
• 28 paid vacation days plus 6 additional days off per year.
• Work from (almost) anywhere up to 20 days/year and a hybrid work setup.
• Gym allowance, paid time off to volunteer, and 24/7 mental health support for you and your family.
• Unlimited access to e-learning platforms and a global mentoring program.

Hiring process

• Application review based on skills, experience, education, and location.
• Interviews to assess leadership, customer success/account management experience, and problem-solving.
• Final evaluation of fit for the Index Client Services role and team needs.