Provide day-to-day client support for OEMS solutions across trading execution and compliance, troubleshoot issues, deliver training, maintain documentation, liaise with compliance and internal teams, and offer post-go-live support including early-morning APAC coverage.
Job Summary
We are seeking a dedicated and client-focused Lead Client Servicing Associate for our OEMS Support team. The successful candidate will play a pivotal role in ensuring a seamless client experience by providing day-to-day support for our OEMS solutions, with specialist expertise spanning both trading execution and compliance. This role is ideal for individuals who thrive in a client-centric environment, enjoy understanding complex workflows, and are committed to delivering high-quality support and effective issue resolution. The Lead Client Servicing Associate will engage closely with front office users, assist them with system-related inquiries, and foster lasting relationships while facilitating ongoing client training and feedback. This role is essential for enhancing client satisfaction and maximizing the value of our technology solutions.
Key Responsibilities
- Serve as a key point of contact for clients using OEMS solutions, providing day-to-day support and guidance across trading execution and compliance functions.
- Assist clients — including front office users — with system-related queries, user issues, and functional questions relating to OEMS workflows.
- Support clients on compliance-related requirements and responsibilities within the OEMS environment, ensuring front office users are equipped with both trading and compliance knowledge.
- Work closely with client compliance counterparts; able to fully comprehend compliance scenarios and use cases, and integrate these into the compliance module.
- Work closely with internal teams to troubleshoot issues, coordinate resolutions, and ensure timely follow-up with clients.
- Support senior team members in understanding client requirements, business processes, and trading workflows to enhance the overall support experience.
- Deliver client training sessions and walkthroughs to help users confidently navigate and utilize OEMS functionality.
- Maintain clear and accurate documentation, including support processes, user guides, training materials, and client feedback.
- Build strong client relationships by proactively engaging with users, gathering feedback, and identifying opportunities to improve service delivery.
- Provide ongoing post-go-live support to help clients maximize the value of their OEMS solution.
- Cover early morning support hours (from 7:00 AM HKT) to align with APAC market open, where applicable.
Qualifications
- Bachelor's degree in a relevant field (e.g. Business, Information Technology, Finance).
- 2–5 years of experience in a client support, training, servicing, or operations role, preferably within the financial services technology sector.
- Knowledge of or exposure to trading compliance requirements and front office workflows is strongly preferred.
- Familiarity with or experience in local regulatory compliance requirements (HK or SG) is a plus.
- Strong communication and interpersonal skills, with a genuine passion for client engagement and support.
- Ability to manage client queries professionally, prioritize effectively, and coordinate across teams.
- Eagerness to learn OEMS functionality and develop expertise in financial technology solutions.
- Familiarity with financial technology vendors specializing in OMS/OEMS is a plus, but not required.
Clearwater Analytics (CWAN) Sydney, New South Wales, AUS Office
Clearwater Analytics (CWAN) Sydney Office
Salesforce Tower, 180 George Street, Sydney, Sydney, Australia, NSW 2000
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