TINA STAPLES

Based remotely in the UK, I am responsible for clients from the point of implementation, through onboarding & into BAU. The clients consist of trading firms or crypto exchanges in the EMEA region, predominately the UK & Middle East who use the Validus market abuse software. The position operates within an Agile Scrum framework.

Main objectives

• Manage the implementation process, ensure the delivery aligns with the clients contract in terms of integrations, service level & expectations for day 1.
• Ensure build including reference data, client trade data integration is correct, test data flow & trade lifecycle.
• Post Implementation, configure the clients host as agreed during the sales & implementation process to support their Market Abuse Regulations (MAR) needs.
• Train new clients on how to use host software.
• Effectively manage incoming client requests using Zendesk, troubleshoot & escalate to other teams as required.
• Test procedure & automation changes made to clients hosts using their UAT environments.
• Schedule host upgrades, communicate change to clients and test host environments.
• Ensure all code changes to the client host is documented using GitHub.
• Draft training documentation/confluence pages for the Support team.
• Use python script to build client reporting tools and troubleshoot the clients host.
• Meet with clients on a weekly basis to ensure software generates alerts and customise to meet clients requirements, making changes to the software parameters as required.
• As part of a Scrum team pick-up Jira tickets to work on as part of the weekly sprint. Report progress, concerns or blockers during the daily stand-up.

Based in the London office, I am responsible for a portfolio of customers using the Lighthouse & North Star digital customer journeys for their banking & insurance businesses.

Main objectives

• Manage the implementation process, ensure the delivery aligns with the clients contract in terms of integrations/functionality & expectations for day 1.
• Test customer host before handover ensuring the customer journey for each functionality flows as required.
• Train customer to use software & make "no code" changes.
• Act as a primary point of contact for key business stakeholders including C-suite, attend meetings both remotely and in-person to discuss pain points such as Zendesk ticket backlogs, performance impacting bugs & to discuss new features being requested
• Project lead phase 2 work post onboarding.
• Identify customer requirements, including new integrations.
• Collaborate with Professional Services team to draft scope of work & estimates.
• Present the product roadmap during customer Executive Review meetings, ensuring customer understands the impact of the changes and any testing they are required to do.
• Work with the Support team as an escalation resource, coordinate the efforts through daily communication with key stake holders to reduce the client Zendesk ticket backlog
• Provide the Support team with air cover, facilitating calls with the customer to demo issues, document ticket progress on a daily basis & provide customer with agreed target dates for resolution for more complex tickets.
• Test bug fixes using the sandbox, agree with the client when & how the fix will be applied.

Based in the London office, working as part of the Post Trade team I am response for a portfolio of Platinum/Tier 1 clients who use the UnaVista software suite for their MiFIR, EMIR/UKMIR & SFTR reporting requirements

Main objectives

• Run the 'voice of the client' call programme which consists of monthly BAU calls, quarterly service reviews & annual business reviews.
• Monitor & report on KPIs & KRIs across the client base as well as the broader Client Services team
• Act as 2nd level support, providing an escalation point and air cover to the Support team
• Conduct trend analysis of the support tickets identifying areas to reduce the number of support tickets.
• Present the technology roadmap and development roadmap to clients as released by the Scrum teams
• Monitor and respond to client feedback provided as part of the CSAT survey.
• Use existing customer success experience to improve the customer journey by drafting playbooks and other supporting documentation.
• Work with Account Management, Product & Professional Services to improve the customer experience.

Based in the London office, I am responsible for a portfolio of Credit & Equity enterprise clients using the Black Mountain Systems & Alta Return software

Main objectives

• Act as single point of contact post Sales sign off.
• Work with the Professional Services Implementation team to ensure the customer requirements are captured and documented.
• Schedule meetings with the Implementation team & Product SMEs to enable customer to sign off the scope of work.
• Train customer to use their customised software.
• Act as an escalation point to the Support team, when necessary creating scope of work tickets for Professional Services.
• Schedule customer software upgrades. Communicate changes to the customer, explain their testing obligations.
• On an ad-hoc basis capture customer requirements for Professional Services to estimate work. Communicate timeframe & estimate back to customer.
• Monitor Support team usage & user configuration to ensure it aligns with commerical contract.
• Draft any technical reports which are included in the customers contract, for example monthly system availability/downtime, support hours used or Professional Services spend

Responsible for a portfolio of 150+ derivatives customers consisting of large international investment banks, prop desks, & hedge funds who connect to the Globex matching engine using one of the connectivity options available across the full complement of CME products & partner exchanges

The customers are located within the UK as well as within France, Spain, Ireland, the Czech Republic and Scandinavia for which I held regional responsibility

Main objectives

• Act as customer advocate & single point of contact for all electronic trading needs
• Understand the business needs of the customer, identify areas where additional training may be required, act as subject matter expert training staff on new functionality & products
• Work with new customers to identify their connectivity requirements, software development needs and trading profile
• On-board new customers, coordinating internal departments to ensure target deadlines are met
• Manage market access to the certification & production environment
• Conduct face to face customer meetings presenting the technical roadmap
• Ensure customers are correctly licensed for the market data they are consuming
• Support the annual license renewal process and contract affirmation process using the online portal to ensure customer retention