Senior Relationship Manager Client Experience

About the Role

A leading global financial markets and data organisation is looking for a Relationship Manager – Client Experience to join its growing global client services team.

In this role, you will manage a dedicated portfolio of institutional clients, taking ownership of the post-sale relationship and helping drive client retention, renewals, product adoption, and long-term account growth.

You will act as a key point of contact for clients, developing strong relationships with senior stakeholders while working closely with Sales, Product, Technology, Operations, Legal, and Compliance teams to deliver an excellent client experience.

This is an opportunity to join a high-growth financial data and analytics business and work across a portfolio of sophisticated clients within the global financial services ecosystem.

Key Responsibilities

• Portfolio Ownership – Manage a dedicated portfolio of institutional client accounts, ensuring appropriate coverage based on account size, complexity, and strategic importance.

• Client Retention & Renewals – Take ownership of the renewal lifecycle, engaging clients well ahead of contract expiry and identifying potential retention risks early.

• Client Health & Usage Monitoring – Monitor account activity, engagement, and product utilisation to identify underutilisation, potential risks, and opportunities for deeper adoption.

• Relationship Management – Build trusted relationships with key client stakeholders through regular meetings, business reviews, and proactive engagement.

• Client Escalation Management – Act as the primary advocate for clients, coordinating internally with relevant teams to resolve complex issues and ensure timely outcomes.

• Commercial Partnership – Work closely with Sales teams to identify qualified opportunities for account expansion, cross-selling, and increased product adoption.

• Proactive Client Engagement – Keep clients informed about relevant product enhancements, changes, and new capabilities, helping to drive awareness and adoption.

• Product & Market Intelligence – Gather client feedback, identify unmet needs, and communicate market trends and client insights to internal Product and Business teams.

• Client Experience Improvement – Identify friction points throughout the client lifecycle, from onboarding and implementation through adoption and renewal, and contribute to initiatives that improve the overall experience.

• Client Onboarding – Support the onboarding of new clients, including documentation, agreements, product training, understanding client use cases, and addressing queries around products and commercial arrangements.

• Offboarding Insights – Engage with clients where appropriate following termination to understand the reasons behind churn and feed insights back into retention and product strategies.

• Operational Excellence – Maintain accurate CRM records, monitor account health, follow up on outstanding commercial or billing matters, and report regularly on key portfolio metrics.

Required Experience & Skills

• Experience in Account Management, Client Success, Relationship Management, or Client Services within financial services.

• Experience working with financial markets, market data, financial technology, trading, analytics, or related products would be highly advantageous.

• Strong understanding of the client lifecycle, including onboarding, adoption, renewals, retention, and account growth.

• Existing relationships and credibility with clients across the financial services sector would be advantageous.

• Strong commercial awareness and an ability to identify opportunities for account expansion.

• Excellent stakeholder management skills, with the confidence to engage with senior and executive-level clients.

• Ability to manage a diverse portfolio of accounts while balancing multiple priorities and deadlines.

• Strong written and verbal communication skills.

• A proactive, client-focused approach with strong problem-solving and relationship-building capabilities.

Preferred Experience

• Bachelor's degree or equivalent qualification preferred.

• 5–8 years of experience in financial services, preferably within account management, relationship management, client success, or client experience.

• Experience working with market data, financial information, indices, trading analytics, or capital markets products is advantageous.

• Experience using CRM platforms such as Salesforce or similar systems.

• Familiarity with tools such as Jira, analytics platforms, or other client/product management technologies would be a plus.

What You’ll Bring

We are looking for someone who combines strong relationship management skills with commercial awareness and an understanding of financial markets.

The successful candidate will be comfortable managing senior client relationships, navigating complex internal organisations, and proactively identifying ways to improve client engagement, retention, and account growth.