Job Information
Intercontinental Exchange (ICE) Customer Success Specialist in Hyderabad, India
Job Description
Job Purpose
ICE Data Services, a subsidiary of Intercontinental Exchange, is seeking an experienced Customer Success Specialist. In this role you will be assigned to oversee a portfolio of high-value accounts, building a deep understanding of the services our clients are contracted for, the underlying infrastructure, and how our data is consumed in their downstream applications and workflows. Beyond managing client relationships, you will play an active role in shaping the content roadmap with a focus on OTC market data (particularly FX) and listed markets across the EMEA region.
Responsibilities
Oversee a portfolio of high-value accounts, developing a thorough understanding of each client's contracted services, downstream applications, and end-user needs.
Ensure that the infrastructure supporting client services is optimized, future-proofed, and free of capacity, performance, or technology constraints — identifying and mitigating risks ahead of time.
Proactively organize and lead customer meetings, technology and content workshops, and product and strategy presentations.
Maintain expert-level knowledge of all relevant product roadmaps, ensuring clients are kept well-informed of upcoming content additions, technology enhancements, and new product launches.
Navigate and build relationships with key business sponsors, technical leads, and OTC data contributors to drive increased adoption and usage of our data.
Act as a point of escalation for service incidents, working closely with Customer Engineering, Client Services, Delivery, and Exchange Relations to prioritize and resolve issues effectively.
Support sales teams in client interactions, managing expectations around timelines and integrating client feedback into future deliverables.
Manage the full content onboarding workflow, coordinating across content acquisition, legal governance, business analysis, development, QA, operations, delivery, and marketing.
Document and maintain onboarding processes for new data sources, tracking progress from initial ingestion through the Consolidated Feed and into downstream systems and desktop platforms.
Proactively engage with current workflows, taking initiative to suggest improvements and find opportunities to automate or streamline processes.
Knowledge and Experience
5+ years of experience in financial markets data, with a strong preference for OTC markets and FX; listed markets experience also valued.
Proven track record in a client-facing role such as Technical Account Management, Customer Success, Pre-Sales, or Support within the market data or electronic trading domain.
Deep understanding of market data content, entitlements, and distribution mechanisms.
Strong familiarity with the trading lifecycle, relevant asset classes (real-time, referential, and historical data), and associated market infrastructure.
Excellent communication and stakeholder management skills, with a track record of building strong relationships across commercial, technical, and operational teams.
Ability to articulate, document, and execute on roadmap priorities and cross-functional initiatives.
Understanding of data storage, data modeling, data structures, and common query languages.
Knowledge of agile project management processes and strong overall process management discipline.
Proficiency in Microsoft Excel, Visio, and PowerPoint.
Understanding of networking protocols and connectivity concepts.
Experience with UNIX or similar command-line environments (desirable).
Programming experience in Java, C#, or C++ (desirable).
Bachelor's degree or equivalent preferred.