What are the responsibilities and job description for the SVP, Client Experience position at Exegy?
About Exegy
Exegy is the capital markets platform that links elite trading firms to the global venues where they transact. By addressing the full spectrum of speed requirements and offering expert managed services, we partner with our clients to achieve better trading outcomes than they can on their own. Our platform helps clients process, normalize, distribute, and act on real-time data with deterministic performance as volumes, volatility, and complexity rise. Our flexible integration options, from fully managed solutions to FPGA building blocks, allow us to partner closely with institutional and retail brokerages, principal traders, asset managers, and trading venues. Headquartered in St. Louis with regional offices in North America, the UK/Europe and Asia Pacific, Exegy is a global team of experts that delivers world-class support and managed services to its client base of elite financial market participants.
Job Summary
Exegy is seeking a high-impact SVP of Client Experience to serve as the chief designer and owner of Exegy’s post-sale client experience. This leader will be responsible for the end-to-end client experience from contract signing through production launch and ongoing managed services. You will lead the Superior Client Experience initiative, ensuring that our most strategic "Premier" accounts receive a consistent, world-class service that induces expansion sales.
This is an executive-facing role requiring a deep understanding of electronic trading infrastructure and the ability to command the attention of C-level stakeholders, such as Heads of Equities Trading and Heads of Low Latency Trading Technology. Success in this role is measured by increased Net Retention Rate (NRR), sales pipeline growth, and service quality and value delivery KPIs reported through high-impact Business Reviews and client web portal.
Responsibilities
Leadership, Strategy & Execution
Exegy is the capital markets platform that links elite trading firms to the global venues where they transact. By addressing the full spectrum of speed requirements and offering expert managed services, we partner with our clients to achieve better trading outcomes than they can on their own. Our platform helps clients process, normalize, distribute, and act on real-time data with deterministic performance as volumes, volatility, and complexity rise. Our flexible integration options, from fully managed solutions to FPGA building blocks, allow us to partner closely with institutional and retail brokerages, principal traders, asset managers, and trading venues. Headquartered in St. Louis with regional offices in North America, the UK/Europe and Asia Pacific, Exegy is a global team of experts that delivers world-class support and managed services to its client base of elite financial market participants.
Job Summary
Exegy is seeking a high-impact SVP of Client Experience to serve as the chief designer and owner of Exegy’s post-sale client experience. This leader will be responsible for the end-to-end client experience from contract signing through production launch and ongoing managed services. You will lead the Superior Client Experience initiative, ensuring that our most strategic "Premier" accounts receive a consistent, world-class service that induces expansion sales.
This is an executive-facing role requiring a deep understanding of electronic trading infrastructure and the ability to command the attention of C-level stakeholders, such as Heads of Equities Trading and Heads of Low Latency Trading Technology. Success in this role is measured by increased Net Retention Rate (NRR), sales pipeline growth, and service quality and value delivery KPIs reported through high-impact Business Reviews and client web portal.
Responsibilities
Leadership, Strategy & Execution
- Lead (Bi) Annual Business Reviews: Act as the primary lead for high-impact business reviews with Premier account executives, focusing on client priorities for the next year, trading infrastructure investment, and critical business milestones.
- Manage the Exegy Narrative: Establish and reinforce Exegy’s value proposition with business and technical executives, "managing the narrative up the chain" to ensure alignment with client corporate development. Drive continuous expansion and refinement of the KPIs that quantify the value Exegy delivers and the exceptional quality and performance of our products and services.
- Strategic Pipeline Creation: Choreograph business reviews to translate client priorities and investment plans into expansion sales opportunities.
- End-to-End Ownership: Direct oversight of the post-sale to production launch process, including staff responsible for solution delivery and installation, client onboarding, and the transition to the Client Success and Product Operations models.
- Process Overhaul: Evaluate and redesign the onboarding experience from the client's perspective to ensure it is clear, efficient, effective, and consistent.
- Management by Influence: Partner with Account Management, Client Success, and Product Operations to ensure all touchpoints deliver a unified and trusted client experience.
- Metrics & KPIs: Drive the collection and normalized reporting of metrics that quantify the value delivered (e.g., build/maintenance costs, time-to-market, and service quality).
- Client Portal & QBRs: Oversee the delivery of value-based reporting via the Client Portal and ensure Quarterly Service Reviews (QSRs) effectively use metrics and KPIs to highlight service quality and defuse service negativity.
- 15 years of experience in technology service delivery, project management, client success, or relationship management within the capital markets or fintech sectors.
- Proven History of Leadership: Experience leading multi-disciplinary, global teams and a track record of owning large-scale "Client Experience" or "Client Success" initiatives.
- Capital Markets Expertise: Deep familiarity with mission-critical trading infrastructure, low-latency systems, and the specific needs of global Tier-1 banks and hedge funds.
- Executive Presence: Exceptional communication skills with the ability to convey complex technical concepts simply to C-suite executives.
- Education: Bachelor’s or Graduate degree in Finance, Economics, Technology, or Business (MBA preferred).
- Experience in PE-backed or growth-stage fintech organizations