About Exegy

Exegy is a global leader in intelligent market data, advanced trading systems, and future-proof technology. Exegy serves as a trusted partner to the complete ecosystem of the buy-side, sell-side, exchanges, and financial services technology firms around the globe. Headquartered in St. Louis with regional offices in North America, the UK/Europe and Asia Pacific, Exegy has the global footprint to deliver world-class support and managed services to its client base of elite financial market participants.

Job Summary

A Client Success Manager (CSM) is a customer-facing professional responsible for ensuring the successful implementation, use, and optimization of Exegy’s products or services. The CSM team serves as trusted technical advisors, helping customers solve complex technical issues, maximize the value of the products and services, and improve overall customer satisfaction. We work closely with our Go-To Market teams, internal technical teams and customers to ensure the product aligns with the customer’s needs and business goals.

This role is critical for ensuring that customers get the maximum value from the Exegy’s solutions, helping to reduce churn and driving customer loyalty. The CSM should be both technically proficient and able to manage relationships with high-value customers, acting as an advocate within the company for customer needs.

Key Responsibilities

• Customer Relationship Management
  • Serve as the primary technical point of contact for assigned customers
  • Develop and maintain strong, long-lasting relationships with key customer stakeholders
  • Understand customer goals, objectives, and challenges to ensure product success and customer satisfaction
  • Guide customers through all phases of the lifecycle, from onboarding and implementation to ongoing support and optimization
• Technical Support and Troubleshooting
  • Assist customers in identifying and resolving complex technical issues, including troubleshooting, root cause analysis, and providing recommendations for resolution
  • Ensure a smooth transition from support to resolution, following up on open technical cases and escalations
  • Proactively monitor customer environments and recommend improvements or best practices to prevent issues
• Solution Optimization and Adoption
  • Work with customers to ensure they are utilizing the product or service to its fullest potential
  • Provide guidance on product configurations, optimizations, integrations, and best practices
  • Identify opportunities to increase the adoption of new features or functionality
• Account Management and Retention
  • Lead Quarterly Service Reviews providing regular reports to customers on product performance, usage, and optimization efforts
  • Work closely with Presales, Support, Product, and Engineering teams to ensure customer needs are met and to help identify opportunities for upsell or expansion
  • Track and identify potential churn risks, and work proactively to resolve any issues that could jeopardize long-term relationships
  • Maintain  comprehensive documentation for customer accounts, including technical configurations, high level designs, and customer feedback
  • Gather and communicate feedback from customers to the product development team for continuous product improvement
  • Act as a liaison between the customer and the internal technical teams, ensuring that customer requirements are understood and addressed

Skills and Qualifications

• Technical Expertise
  • Strong understanding of Exegy’s products, technologies, and solutions
  • Ability to troubleshoot complex technical issues across software, hardware, or network systems
  • Familiarity with APIs, integrations, and market data
• Customer-Focused
  • Excellent interpersonal and communication skills
  • Ability to translate technical concepts into language easily understood by non-technical stakeholders
  • Strong problem-solving and analytical skills
• Project Management
  • Experience managing customer implementations, projects, and large-scale deployments
  • Ability to prioritize tasks and manage multiple customer accounts simultaneously
• Education and Experience
  • Previous experience in customer-facing technical roles, such as a technical support engineer, solutions consultant, or client success manager
  • Strong communication skills, both verbal and written
  • Customer-oriented with a focus on building long-term relationships
  • Ability to handle high-pressure situations and prioritize urgent customer needs
  • Self-motivated and able to work independently
  • Detail-oriented with a strong organizational capacity