Relationship Manager, Client Experience

Job description

Job Description Building trusted markets — powered by our people. At Cboe Global Markets, we inspire our people to solve complex challenges together because what we do matters. We provide the financial infrastructure that powers the global economy. As a leading provider of market infrastructure and tradable products, Cboe delivers cutting-edge trading, clearing and investment solutions to market participants around the world. We’re building inclusive ways to support professional and personal development while strengthening the trust we’ve earned as a global market leader. Our teams are empowered to share ideas, actively pursue them and bring on a challenge. As champions of internal mobility and access to opportunity, we encourage our people to “go for it” and equip our managers with the training to coach their teams to the next level. Our Associate Resource Groups champion diversity, equity and inclusion, giving employees a safe space to network, share ideas and create opportunities. Sound like the place for you? Join us! The Client Experience team is hiring a Relationship Manager to join Cboe Data Vantage’s global Client Experience organization. As a Relationship Manager, Client Experience, you will own a dedicated book of Data Vantage client accounts — driving retention, expansion, and long-term client success across the market data, index, and options risk and market analytics product lines. You will be the named point of contact for a tiered portfolio of accounts, responsible for the full post-sale relationship: proactive engagement, renewal management, usage monitoring, and surfacing expansion opportunities in close partnership with Sales. This role sits at the intersection of commercial strategy, client relationships, and product intelligence within one of Cboe’s highest-growth businesses. Responsibilities Book of Business Ownership — Serve as the named Relationship Manager for an assigned, tiered portfolio of accounts, ensuring each client has structured coverage appropriate to its size and complexity. Retention & Renewals — Own the renewal process across your portfolio, engaging proactively well ahead of contract dates to minimize churn and identify at-risk accounts early. Churn & Off-boarding Insights — Follow up with recently off-boarded clients to understand termination reasons, feeding those insights back into retention strategy and product intelligence. Usage & Health Monitoring — Track client usage trends across your book, flagging underutilization risk and surfacing expansion signals. Client Engagement — Maintain a consistent cadence of client touchpoints, including regular check-ins and quarterly business reviews, tailored to each account’s tier. Escalation & Internal Navigation — Act as the client’s advocate on complex issues, coordinating across Product, Technology, Operations, Legal, and Compliance to drive timely resolution. Commercial Alignment — Partner closely with Sales to identify and pass qualified expansion leads, ensuring a seamless handoff throughout the client lifecycle. Proactive Client Outreach — Stay ahead of new product features and enhancements relevant to each client type, and reach out directly to drive awareness and adoption. Lead or assist in the execution of the communication strategy for enhancements/changes made to products, policies, and fees – understanding the impact by client type. Product Intelligence — Serve as a voice of the client into product teams, systematically surfacing feedback, unmet needs, and market signals from day-to-day client interactions — including through client feedback surveys run in partnership with internal teams. Client Experience Contribution — Help identify and improve friction points across the client journey — from onboarding and adoption through renewal — and contribute to the team’s broader client-centricity efforts. Onboarding – Assist with onboarding new clients across products, including completing order forms and agreements, product training and understanding use cases, and addressing questions around fee Operational Excellence — Maintain strong CRM discipline, keep at-risk account status current, follow up on billing delinquencies within your book, and report consistently against key portfolio metrics. Required Skills/Experience Prior experience in an account management, client success, or relationship management role within financial services. Experience with index, market data, and/or options products — direct exposure to one or more of these areas is strongly preferred. Established contact base and credibility within firms across the financial industry. Working understanding of the renewal lifecycle and commercial accountability within a subscription-based or recurring-revenue business. Strong executive presence and the ability to engage confidently with senior client stakeholders. Ability to manage a diverse, tiered book of business and juggle multiple client priorities and deadlines. Strong communication skills, including the ability to communicate to different audiences both verbally and in writing. Preferred Skills BS degree preferred. 5-8 years of experience in financial services account management, relationship management, or client success. CRM proficiency (Salesforce preferred), with familiarity with Jira and Sigma a plus. Familiarity with Cboe products or exchange-related/market data products a plus. More About Cboe Global Markets We’re reimagining the future of the workplace by focusing on what matters most, our people. Our journey is an inclusive one. We’re investing deeply in leadership programs and career development initiatives that ensure everyone has an equal chance to succeed. We celebrate the diversity in our communities, inside and out, and welcome new perspectives with equity, inclusion and belonging. We work with purpose, solving problems with ingenuity, collaboration, and a lot of passion. We’re an engaged and excited team connecting markets across borders and embracing growth in all its forms to achieve incredible outcomes. Learn more about life at Cboe on our website and LinkedIn. Equal Employment Opportunity We're proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.