Your area of work:
We are seeking an experienced and client-focused Head of Client Service & Product Architecture to lead and scale our client-facing service organization for our next-generation fund-distribution market infrastructure, built on blockchain, cloud-native, and microservice technologies.
This role is responsible for defining the client-service strategy, ensuring operational excellence, and delivering an outstanding service experience for our institutional customers. As the voice of the client within the organization, this leader will influence Clients’ experience, lead service reviews, oversee incident management, and ensure that every client receives timely, accurate, and proactive support.
The ideal candidate combines service leadership, operational discipline, and strong knowledge of financial industry workflows, with the ability to build trust with clients and internal teams alike.
Your responsibilities:
Client Service Strategy & Leadership
- Define and execute the end-to-end client service strategy, covering support, incident response, and ongoing day to day client interactions.
- Build, lead, and mentor a high-performing client service team supporting institutional clients across multiple regions.
- Establish client-centric KPIs, quality standards, and SLAs aligned with business objectives and regulatory expectations.
- Promote a strong client-success culture across the company.
Operational Support & Issue Resolution
- Lead the day-to-day operations of the Client Service function, ensuring timely response to client requests, tickets, and escalations.
- Oversee incident management, root-cause analysis, and communication for service disruptions or critical issues.
- Implement continuous improvement initiatives based on metrics, trends, and post-incident reviews.
- Ensure all support processes adhere to security, data protection, and operational risk standards.
Client Relationship & Communication
- Act as a senior point of escalation for key clients, building trust through transparency, accountability, and proactive engagement.
- Conduct regular service reviews with major clients to discuss performance, roadmap updates, and improvement opportunities.
- Provide clear communication on product changes, maintenance schedules, and operational impacts.
Collaboration & Cross-Functional Influence
- Work closely with Product Engineering, QA, Compliance, and Clearstream teams to relay client feedback and ensure alignment on support priorities.
- Influence product roadmap decisions by systematically capturing client needs, pain points, and usage patterns.
- Support regulatory and audit requirements relating to service quality, operational resilience, and client communications.
Tools, Processes & Governance
- Select and manage customer support tools, ticketing systems, dashboards, and monitoring solutions.
- Define standard operating procedures (SOPs), support guidelines, and escalation paths.
- Ensure accurate and up-to-date documentation for clients and internal teams (knowledge base, runbooks, FAQs).
- Support audit readiness and compliance checks related to client service operations.
Your profile:
- Leadership & Experience: 8–12+ years of experience in client service or customer success, including several years of experience building, scaling, and leading teams.
- Industry Domain Knowledge: Deep understanding of fintech, financial services, or regulated environments, with preferred knowledge of Transfer Agency, fund distribution, or market infrastructure.
- Technical Aptitude: Familiarity with cloud-native platforms, APIs, microservices, and complex integration-driven products; exposure to blockchain/DLT is a strong asset.
- Institutional Client Management: Proven ability to manage institutional clients, build strong relationships, and successfully resolve complex technical escalations.
- Operational Excellence: A data-driven, problem-solving mindset with experience managing KPIs, SLAs, and incident-management processes in critical environments.
- Collaboration & Onboarding: Strong project-management skills to coordinate client onboarding and collaborate effectively with cross-functional product and engineering teams.
- Adaptability & Communication: Exceptional communication and conflict-resolution skills, with the ability to thrive in a fast-paced, high-growth, and regulated environment.
