Global Head of Client Experience, Cboe Data Vantage
Core
Lead the global Client Experience function to drive retention, expansion, and long-term success for a recurring revenue portfolio of professional and personal accounts.
Role type
Senior leadership, global head of client experience
Builds
A best-in-class relationship management organization for a global exchange and data business
Domain
Financial markets data, exchange infrastructure, B2B SaaS
Deliverable
Client delivery
Required skills
Team leadership and development, renewal lifecycle management, commercial accountability, scaling client-facing organizations, executive presence, CRM proficiency, data-driven portfolio management
Preferred skills
Financial markets data or exchange-related products experience
Technologies
Salesforce
Responsibilities
Manage and develop a global team of Relationship Managers; Own the renewal process to minimize churn; Ensure structured coverage of every account; Build processes to track client usage and flag risks/expansion; Set standards for client touchpoint cadence; Serve as senior escalation point for complex client issues; Partner with sales to pass qualified expansion leads; Act as the voice of the client to product teams; Innovate the client journey and evaluate tools like CRM enhancements; Drive CRM discipline and reporting against key metrics
Seniority
Senior, hands-on IC with strategic leadership scope
