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Company Overview
We are a global fintech leader in securities finance, driving industry transformation through innovative, market-leading technology. Our SaaS solutions and tailored services support financial institutions across every stage of the securities finance lifecycle from trading and post-trade processing to data, analytics, regulatory compliance, and end-to-end securities finance platform delivery.
Trusted by over 190 institutions in more than 30 markets worldwide, we help clients streamline operations, meet regulatory requirements, and unlock valuable market insights.
Team Overview
Join EquiLend’s Client Success team in London and play a key role in supporting and growing our relationships with leading financial institutions across the securities finance industry. As a Client Success Specialist, you'll act as a trusted partner to a portfolio of global clients, ensuring they gain maximum value from our trading, post-trade, data, and analytics solutions.
This senior individual contributor role is ideal for someone with a passion for client engagement, problem-solving, and cross-functional collaboration. You’ll own a portfolio of client relationships and engage with stakeholders at various levels, including senior and executive decision-makers. Your impact will be felt through driving satisfaction and retention, supporting strategic initiatives, and contributing to continuous service and product improvement.
Role Responsibilities
- Manage a portfolio of institutional clients, ensuring high levels of satisfaction, retention, and product engagement.
- Own and deepen client relationships, engaging effectively with stakeholders at various levels of seniority, from operational contacts to senior executive.
- Build and maintain strong working relationships with client contacts, becoming a reliable and knowledgeable point of contact.
- Support account planning and growth initiatives in collaboration with Sales and Product teams.
- Identify and act on opportunities for upsell, cross-sell, and increased product adoption through regular client interaction.
- Gather client feedback and usage data to spot trends, risks, and opportunities, and share insights with internal stakeholders.
- Coordinate and deliver regular client touchpoints, including business reviews and solution-focused workshops.
- Assist in renewal processes by identifying potential blockers and working proactively to address client needs.
- Collaborate with Product, Sales, and Operations teams to continuously enhance the client experience and align with market developments.
- Represent the client’s perspective in internal discussions to help improve onboarding, support, and product enhancements.
Required Skills
- 6+ years of experience in client success, account management, or relationship management within financial services or SaaS.
- Strong working knowledge of securities lending or stock loan markets, ideally gained through direct industry experience.
- Demonstrates confidence and credibility when communicating with clients at all levels, including senior executives.
- Good commercial awareness and the ability to identify and support revenue opportunities.
- Strong interpersonal skills and the ability to build relationships with client stakeholders.
- Possesses effective communication and presentation skills, both verbal and written.
- Comfortable working with client analytics tools and CRM platforms to guide decisions and actions.
- Works well cross-functionally and is confident navigating internal teams to get things done.
- Organised and proactive, with the ability to manage competing demands and meet deadlines in a fast-paced environment.
Role Location and Benefits
- Hybrid Working: Enjoy the flexibility of working remotely for up to 100 days each year.
- Discretionary Annual Cash Bonus: A discretionary annual cash bonus is available to reward your performance and contributions to the company’s success.
- Generous Holiday Days Per Annum: In addition to bank holidays, you’ll have 25 holiday days per year.
- Group Risk and Income Protection Coverage: Enjoy peace of mind with comprehensive group risk and income protection coverage for you and your dependents.
- Optional Health and Dental Insurance Cover: Comprehensive health and dental insurance coverage for you and your dependents available from your first day.
- Generous Company Pension: Our pension plan offers a flat 7.5% company contribution when you contribute a minimum of 1.5%
Diversity & Inclusion
At EquiLend, we are committed to fostering an inclusive and diverse workplace where everyone is respected and valued. We believe that a variety of perspectives drives innovation and strengthens our success. If you require any reasonable accommodations during the interview process, please let us know - we’re here to support you.
