Account Manager - Trading

About the role

The Account Manager will play a pivotal role in strengthening client engagement, satisfaction, and retention, ensuring clients derive the greatest value from LiquidityBook at FactSet.

Responsibilities

• Embrace and promote our customer-first culture as an Account Manager on the LiquidityBook team.
• Develop and execute customer success strategies, analyze support data to identify trends, and help refine the customer journey for your assigned accounts.
• Apply targeted tactics to boost product adoption and enhance customer loyalty, directly impacting retention and reducing churn for your portfolio.
• Lead Quarterly Business Review (QBR) meetings with your LiquidityBook clients, capturing comprehensive notes and actionable feedback.
• Uncover specific issues, workflow enhancements, and overall product feedback, as well as recognize upsell and cross-sell opportunities (e.g., data, EMS/OMS/PMS, TCA).
• Implement process or configuration improvements tailored to individual client environments and needs.
• Act as an escalation point for your clients’ complex issues, coordinating with internal teams to deliver effective, timely solutions.
• Monitor and report on key performance indicators (KPIs) and health metrics (e.g., NPS, client satisfaction, churn reduction) for your accounts.
• Foster a feedback loop between your clients and our Front-office Product teams, supporting collaborative product development aligned to client objectives.
• Represent the Voice of the Customer in meetings, communicating client challenges and strategic feedback to FactSet.
• Cultivate strong relationships with key contacts at each client organization, reinforcing the partnership between FactSet and your clients.

Required Skills

• 3+ years in a client service role focused on front-office trading workflows, ideally at a trading software vendor; management experience is welcome but not required.
• Familiarity with order management, execution management, and portfolio management systems (OMS/EMS/PMS) within a buy-side investment environment, with the ability to leverage these platforms to support trading workflows, portfolio construction, and operational efficiency.
• Meticulous attention to detail, especially in client meeting documentation, while appreciating the broader context of client needs.
• Deep understanding of customer expectations and a passion for building long-term relationships.
• Ability to positively influence client retention by aligning product knowledge to client objectives.
• Interest or experience in sales, retention, and business growth.
• Exceptional interpersonal and relationship-building skills.
• Strong organizational and project management abilities.
• Outstanding verbal and written communication.
• Creative, resourceful problem-solver with a track record of delivering results.
• Bachelor’s Degree in related field.

Job location

New York

Working Environment

Hybrid

What's In It For You

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.
• Support for your total well-being, including health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.
• Flexible work accommodations.
• A global community dedicated to volunteerism and sustainability, where collaboration is always encouraged, and individuality drives solutions.
• Career progression planning with dedicated time each month for learning and development.
• Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging.

Salary and Benefits

The budgeted amount range for this position in New York City is $96,000 - $120,000.

Company Overview

FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees’ Choice Award winner.