HEAD OF CLIENT SERVICES, AMERICAS

New YorkFull-timePermanent employeeApply for this jobYour RoleThe Head of Client Services, Americas, oversees the regional BCAS and TCAS teams dedicated to delivering exceptional business and technical client service. The role focuses on managing the teams' efforts to address and resolve client inquiries, incidents, and technical challenges within 360T. This individual ensures that clients receive timely, accurate, and high-quality service while fostering strong relationships. The ideal candidate brings incident management experience, technical expertise, business acumen, and strong leadership skills.As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach.Your ResponsibilitiesServe as the primary point of contact for all client service and technical issuesLead and develop a team of client service professionals, providing tools, training, and support necessary to deliver superior client serviceEnsure timely and effective resolution of client issues, working closely with business and technical teamsHandle escalations, client issues, trade issues, and troubleshoot timeouts with a focus on managing sensitive clients and expectationsManage high-profile cases, ensuring responses are in line with company processes, identifying opportunities for improvement, and encouraging efficient troubleshootingLead and manage high-priority and critical incidents, coordinating with relevant teams and stakeholders to ensure quick resolution and service restorationAct as a bridge between local and global teams, promoting collaboration, strong communication, and ensuring that issues are properly addressed to prevent recurring incidentsEnsure seamless follow-the-sun support by coordinating effectively with global client service teams to maintain 24/7 coveragePartner with Sales to ensure a best-in-class client engagement and service modelAs team lead, provide a clear understanding of what CAS stands for and how integral it is to the wider teamDemonstrate expertise in risk and queue management, optimizing workflows during high issue ticket count daysCreate and update processes to ensure team members follow current, tested procedures, preventing incorrect incident handlingDevelop and implement best practices for client service to improve efficiency and customer satisfactionBuild and maintain strong, long-term relationships with clients, understanding their business objectives and needsMonitor client health and satisfaction, identifying risks and potential issues before they escalateProactively identify opportunities to enhance client satisfaction and provide value-added servicesTrack key performance indicators (KPIs) for team performance and client satisfactionProvide regular reports on service delivery, client feedback, and any technical challenges or escalations to senior managementAnalyze trends in client inquiries and issues to identify areas for improvement and process optimizationContinuously evaluate and optimize client service workflows to improve efficiency and reduce response timesConduct regular performance reviews, provide feedback, and mentor team members for career developmentYour Profile5+ years of experience in client service or incident management with at least 2+ years in a leadership role, ideally in a fintech or financial services environmentProven experience successfully managing both technical and non-technical client service teams.Strong leadership and team management skillsExcellent communication skills, with the ability to interact with clients, internal teams, and senior managementStrong problem-solving abilities and the capacity to manage complex client issuesDeep understanding of client relationship management and ability to maintain and grow client satisfaction.Ability to manage multiple priorities in a fast-paced environmentAnalytical mindset with the ability to report on performance, track KPIs, and recommend improvementsStrong understanding of APIs and fintech technologies, enabling effective troubleshooting of issuesComfortable using CRM tools (Salesforce), Confluence, and JiraSelf-starter that takes the initiativeKey AttributesCustomer-Centric: A strong focus on client satisfaction and the ability to anticipate and exceed client expectationsCollaborative: Ability to work cross-functionally with different teams including sales, product, and engineeringAdaptability: Comfortable working in a fast-paced, dynamic environment with evolving products and client demandsProblem-Solver: Skilled at diagnosing issues quickly and implementing effective solutions to complex technical and business problemsOur OfferClear career conceptRobust benefit package, including 401(K) employer matchPaid time off360T AcademyA highly motivated and skilled multinational teamA central and modern workplace with high development potential in ManhattanPerformance appraisals on a regular baseThe base salary range for this position is between USD 140,000,- and USD 185,000,- The final base salary for this role will be based on the individual's geographical location, experience, and qualifications.The position is based in New York City and available immediately.360 Trading Networks Inc. is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We are proud to be an equal opportunity employer and welcome employees and applicants from all backgrounds, without regard to race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity, nonbinary or nonconforming status, and trans identity), age, height, weight, physical or mental disabilities, citizenship, marital, parental or familial status, past, current or prospective service in the uniformed services, or any other characteristic protected under applicable law. We also provide reasonable accommodations to individuals with disabilities as required by law.E- Verify Statement360 Trading Network Inc prarticipates in E-verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. Please not that we do not use this information to pre-screen job applicants.E-Verify NoticeRight to Work NoticeHow to ApplyIf your background and qualifications meet these specifications, please forward your application/resume including your salary expectation and earliest starting date by clicking the "Apply" button.ContactPeople Team AmericasSend email521 Fifth Avenue38th FloorNew York, NY 10175About us360T is one of the globally leading trading platforms for Foreign Exchange (FX). As Deutsche Börse Group's powerhouse for FX, 360T provides a web-based trading technology for over-the-counter (OTC) instruments, integration solutions and related services. Since its inception in 2000, the company has developed and maintained a state-of-the-art multi-bank portal for foreign exchange, crypto assets, cash and money market products. With over 3,000 Buy-Side customers and more than 200 liquidity providers across 80 different countries, 360T is uniquely positioned to connect the global FX and Crypto industry.Headquartered in Frankfurt am Main, Germany, 360T maintains subsidiaries in London (360 Trading Networks UK Limited), New York (360 Trading Networks Inc), Singapore (360T Asia Pacific Pte. Ltd.), Mumbai (ThreeSixty Trading Networks (India) Pvt Ltd), Kuala Lumpur (360 Trading Networks Sdn Bhd) and Dubai (360 Trading Networks (DIFC) Limited).Apply for this job