Job Purpose

ICE Data Services (IDS), a global leader in financial market data and analytics, is seeking an experienced Senior Client Support Specialist to join our Tokyo team. This is a senior individual contributor role at the forefront of client engagement across multiple IDS divisions, with a primary focus on Pricing and Reference Data, and extending to Derivatives and Indices.

The successful candidate will bring deep domain expertise and a proven track record in high-touch client support within financial markets. They will act as a trusted escalation point, a cross-functional leader, and a strategic voice of the customer - driving both client satisfaction and internal product improvement.

Responsibilities

Serve as the primary escalation point for complex, time-sensitive client issues involving mission-critical market data applications, ensuring swift and effective resolution.
Mentor junior support team members, establishing best practices for issue diagnosis, documentation, and client communication.
Independently own end-to-end resolution of technically sophisticated client inquiries, including root cause analysis across data, connectivity, and application layers.
Proactively identify patterns in client issues and collaborate with Product and Development teams to drive systemic improvements and reduce recurring incidents.
Act as a strategic liaison between clients and internal stakeholders - including Sales, Relationship Management, Product, Development, and QA - championing client needs and influencing the product roadmap.
Build and maintain deep, trusted relationships with key clients, functioning as a subject matter expert across IDS's market data product suite.
Contribute to the development of internal knowledge bases, runbooks, and client-facing documentation to improve team efficiency and client self-service capabilities.
Participate in cross-regional initiatives and represent the Tokyo client base in global support strategy discussions.

Knowledge and Experience

Bachelor's degree (BA/BSc) in Finance, Computer Science, Economics, or a related field is required.
Advanced degree or relevant professional certifications (e.g., CFA Level I+, FRM) are a plus.
7+ years of experience in a client-facing technical support, solutions engineering, or market data operations role within the financial services industry.
Demonstrated expertise in financial market data - including Pricing, Reference Data, Derivatives, and/or Indices - and a thorough understanding of how this data is consumed across front, middle, and back-office functions.
Strong technical proficiency, including the ability to independently troubleshoot complex data and connectivity issues; hands-on experience with Python scripting for data analysis or automation is required at this level.
Exceptional communication skills in both English and Japanese (written and verbal), with the ability to engage credibly with both technical teams and senior client stakeholders.
Proven ability to manage multiple high-priority issues simultaneously under pressure, with a strong sense of ownership and accountability.
Experience collaborating cross-functionally with Product, Development, and Sales teams, with a track record of influencing outcomes beyond the immediate support function.

Preferred Knowledge and Experience

Prior experience with IDS, Bloomberg, Refinitiv/LSEG, or comparable market data platforms.
Familiarity with data delivery mechanisms such as FTP/SFTP, APIs, and feed-based distribution.
Experience in a mentoring capacity within a support or operations environment.
Knowledge of financial instruments including fixed income, equities, derivatives, and structured products.

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