Technical Client Services Manager

About the Position

As a Technical Client Services Manager, you will be part of a global team, providing exceptional support to our customers throughout their journey with 360T, one of the leading Foreign Exchange platforms worldwide. You will tackle a diverse range of tasks in a stimulating SaaS environment, serve as the primary contact for our clients, and enjoy significant growth opportunities. This role includes weekend availability, offering flexibility and variety in your work schedule.

Responsibilities

• Provide first and second line support for all incoming customer queries via email, phone, or any other media related to our platform.
• Actively work in UNIX and Windows operating systems; utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs and identify and troubleshoot problems associated with client orders.
• Manage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third-party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controls.
• Support coordinator for scheduling and resource allocation.
• Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs using Jira.
• Assist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from the technical side.
• Handle Freshdesk cases, which involve various inquiries related to business and technical sides. Complete all work tickets in a comprehensive manner using clear, concise English and ensure translation takes place if any other languages are used.
• Collaborate closely with global client service teams to ensure consistent 24/7 support as part of our follow-the-sun coverage model, including weekend shifts.
• Identify software issues and collaborate with internal teams to find solutions.
• Efficiently manage the escalation process for unresolved incidents.
• Run lesson learned sessions and constantly facilitate knowledge sharing by documenting learnings from the past.
• Continuously encourage team members to transfer knowledge and provide insights to colleagues.

Requirements

• University qualification, degree (minimum Bachelor's in relevant field engineering or other STEM-based discipline).
• Understanding of fundamental IT concepts: Java, TCP/IP, MacOs, Windows, web technology, log file analysis, performance/connectivity troubleshooting.
• At least 1 - 4 years of working experience in client services/middle office/back office or a global markets sales & trading division or other FX or treasury environment.
• At least 1 - 5 years of production support / application support role.
• At least 1 - 4 years of experience with FX products (at a minimum swaps, forwards, and spot).
• Ability to communicate technical/product information to both a technical and non-technical audience.
• Excellent organizational, communication, and leadership capabilities as well as analytical and problem-solving skills are essential.
• Proficient in MS Office, with working knowledge of CRM platforms preferred.
• Strong sense of customer service/support, detail, and service-oriented.
• Enthusiastic, self-motivated, team spirit, and can-do approach.
• High ability to work effectively within a multi-functional and cross-cultural organization.
• Excellent work ethic. Leads by example.
• Excellent verbal and written communication skills.

We Offer

• Clear career concept.
• Robust benefit package, including 401(K) employer match.
• Paid time off.
• 360T Academy.
• A highly motivated and skilled multinational team.
• A central and modern workplace with high development potential in Manhattan.
• Performance appraisals on a regular basis.
• Team Bonding: Enjoy social gatherings and a supportive team atmosphere.
• The base salary range for this position is 80,000-125,000 USD. The final base salary for this role will be based on the individual's geographical location, experience, and qualifications.

About the Company

360T 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).

How to Apply

If 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.

Contact

People Team, Americas

Send email

521 Fifth Avenue

38th Floor

New York, NY 10175