Director Product NASDAQ Boston

Job Description
The Product Specialist, Directors Desk serves as a subject matter expert for Nasdaq’s governance products. Through regular client dialog, the Product Specialist builds relationships with their clients that allow them to understand each client’s individual needs and workflow, and provide specialized consultative service. The Product Specialist responds to a wide variety of inquiries, including, but not limited to product functionality, technical questions and industry best practices consultation.


Responsibilities
Actively own and manage the client relationship for each assigned client through strategic and effective account management, client service and outreach.
Ensure strong relationships are maintained with all key contacts within the organization.
Act as the primary point of contact for incoming client questions on all assigned products, and serve as the first point of resolution for as many of those inquiries as possible.
Coordinate with the Customer Support team and Service Execution/Subject Matter Expert teams to effectively handle client inquiries.
Identify additional revenue opportunities within assigned client base (lead generation) and work collaboratively with Sales to close new business.
Educate and train new and existing clients on new services, products and product enhancements.
Assess clients’ business needs and budget, and respond to needs with product and service solutions.
Handle any billing questions or corrections.
Proactively contact clients with a thorough account review on a regular basis. Ask probing questions on health of the relationship, ensure adoption and full usage of all products, uncover up-sell opportunities, determine areas of risk and create action plan to mitigate risk.
Track all client information in CRM and work collaboratively with Account Managers and Executives in Sales to manage risk.
Proven positive track record working directly with clients, particularly those in decision making roles.


Skills/Experience
Strong client engagement skills, including the ability to build and manage client relationships.
Good presentation skills for both internal and external communications.
Positive attitude and deep customer service orientation. Fundamentals include being: friendly and engaging, professional, reliable, responsive and proactive.
Strong writing skills, including experience writing comprehensive business and functional requirements.
Strong analytical, organizational, and prioritization skills.
Able to keep composure and make independent decisions in stressful situations.
Strong attention to detail while managing multiple concurrent projects.
Ability to work independently in a faced-paced environment.
Ability to think strategically and embrace change.
Strong communication and listening skills.
Understanding of the governance space in general and corporate services in particular is a plus.

EDUCATION
Bachelor's degree required; a Master's degree is a plus
3-5 years of client-facing activity in a Service or Account Management capacity preferred

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