Role Title: Senior Associate- Client Success

Location: Bangalore/Gurgaon

Working Hours: UK (13:30-22:30 IST / 15:00-00:00 IST) and US hours (17:30-02:30 IST / 18:30-03:30 IST [DST]), rotational UK/US shift

Years of Experience: 7-10 years

Role Purpose: Join a dedicated Client Success team to support business-as-usual activities and future business initiatives. The role involves supporting product usage, developing operational processes and delivering exceptional client service.

Required Qualification: Engineering or equivalent IT degree

Mandatory Expertise

• Strong fundamentals in relational database management systems (RDBMS) with hands-on experience in PL/SQL, SQL Server 2008/2012/2016 (T-SQL) and exposure to deployment/source control tools (Jenkins, Octopus, SVN, GIT, TFS)

• Excellent communication and interpersonal skills, with the ability to explain complex concepts simply and manage client expectations

• Experience in analysing application log files and exposure to web services, APIs and SFTP processes

• Basic understanding and prior experience in capital markets, asset management operations or investment banking

• Demonstrates a strong appetite to learn about AI and proactively apply AI solutions to business challenges.

Added Advantage

• Certification in SQL or Oracle

• Knowledge of any scripting language (Python, JavaScript, etc.)

• Exposure to AWS or Azure cloud technologies

Key Deliverables/Tasks

• Support business-as-usual activities, ensuring application uptime and smooth operations, with a client centric mindset focused on anticipating client needs and providing proactive solutions

• Troubleshoot, investigate and resolve data, application, API and SFTP issues reported by users, using thorough log analysis and complex database investigation

• Coordinate with Asset Manager users and Brokers to understand their requirements, working on data/configuration changes and making confident decisions to enable effective solutions and high customer satisfaction

• Own the process for data/configuration changes in the production environment, requiring strong SQL skills and analytical ability; utilise change/release management systems and suggest process improvements

• Ensure accuracy in documenting production issues and uploading them promptly to the knowledge base

• Work on technical implementation projects for new clients and collaborate with the implementation team on new client requirements

• Conduct demos and training sessions for clients, maintaining a regular rhythm of communication and tracking client requests and queries

• Collaborate with the Product Management, Account Management and Implementation teams to contribute to application stability and future vision

• Work closely with Development and Testing teams on new product development and enhancements (e.g. via JIRA and parallel projects)

• Peer review SQL code and provide constructive feedback to colleagues

• Exhibit strong problem-solving and critical thinking skills, prioritising tasks effectively and adapting to high pressure situations

• Foster collaboration and teamwork, providing feedback to peers and mentoring junior team members

• Show a growth and learning mindset by seeking continuous improvement and new skills, and using feedback constructively

• Apply technical troubleshooting skills, including RDBMS concepts, SQL, API/SFTP setup, log analysis, and familiarity with JSON/XML files and error codes

Mandatory Attributes

• Cultural awareness and inclusion, respecting diverse perspectives and adapting communication styles as needed

• Commitment to continuous learning and professional development

• Product and industry knowledge, with the ability to tailor solutions to client requirements and stay updated on industry developments

• Data analysis and reporting skills, using SQL, Excel and AI tools to interpret client data and derive insights

• Process optimisation experience, with a focus on identifying and improving inefficient workflows and implementing automation. Ability to explore the potential of AI within the role.

• Ability to remain focused and calm under pressure, balancing urgency and accuracy

• Strong attention to detail, consistently producing high-quality work and thoroughly reviewing tasks for precision