smartTrade Technologies is a software publisher specializing in the trading and finance sector. Its clients primarily include investment banks, stock exchanges, brokers, and pension funds. smartTrade enables real-time computerized management of financial flows among these different stakeholders.

kACE is a leading product brand within smartTrade Technologies, providing cutting-edge FX derivatives pricing and analytic solutions to over 350 client sites worldwide. With offices in London, New York, Singapore, Hong Kong, Shanghai, and Tokyo, we are recognized as the market leaders in delivering innovative FX derivative workflow solutions within the financial services sector.

Joining smartTrade means becoming a part of an innovative and international company with offices in Aix-en-Provence, London, Geneva, New York, Toronto, and Tokyo.

Skill development and career progression are top priorities at smartTrade, offering employees numerous opportunities for learning, advancement, and mobility. Sports and their values of teamwork, performance, and dynamism are integral to the company's culture.

Role Overview:

 The Client Services team is responsible for offering exceptional technical support and consultative guidance to clients using our suite of advanced products. We work in close collaboration with Account Management, Sales, and Product teams, ensuring a seamless service experience that meets both technical and business needs.

 As a Client Service – Product Specialist, Tokyo, reporting to the APAC Regional Head of Client Services, you will serve as a key point of contact for clients, providing first and second-line technical support and expert consultation to local Japanese speaking clients and global clients using our software solutions.

 You will troubleshoot complex client issues, ensure prompt and effective resolution, and escalate to wider teams when needed. This role requires a strong combination of client-facing communication and technical proficiency, directly impacting client satisfaction and the continuous evolution of kACE’s products.

 Once a level of expertise is reached, this role may also include management of the implementation of our software, as well as assisting with the business analysis of client needs and as such may involve travel and onsite client visits in Japan and the wider APAC region

Core Responsibilities:

• Client Support:

• Address client queries regarding functionality and assist with troubleshooting and resolution

• Provide expert technical support to clients, resolving product-related issues, and capturing underlying business impacts to feed back into kACE product development.

• Supporting client’s use of FX derivatives trading functionality, technical setup and system configuration as well as liaising between clients and trading partners with respect to connectivity queries.

• Coordinate and work directly with clients and internal teams to ensure smooth installation and onboarding processes for new clients

• Accurately document client interactions and ensure that all assistance provided is clearly recorded in our systems.

• Produce client-facing documentation, including technical and installation guides

• Collaboration with cross functional Teams:

  • Liaise between Account Management, Sales, and Product Teams to ensure seamless communication of client needs and requirements.

     

• Product Enhancement:

  • Understand and document the business rationale behind client product enhancement requests.

  • Work with internal teams to prioritise and address these enhancements.

     

• Business analysis

  • Liaising between the various interested parties (Client, Account management, Development teams) to interpret/clarify requirements as necessary to facilitate the successful development and delivery of the bespoke projects.

  • Assist in the workflow testing of bespoke solutions tailored for specific client requirements.

  • Performing Business Level testing

Required Knowledge and Skills: 

• English at a business or bilingual level

• Strong Analytical Skills with a logical approach to problem-solving and troubleshooting.

• Excellent Client Communication: Ability to communicate effectively with both technical and business stakeholders and confidently engage with active market participants.

• Organisational & Prioritisation Skills: Proven ability to manage both internal and external client needs, ensuring that deadlines and expectations are consistently met.

• Deep Understanding of Clients: Ability to quickly grasp a client’s business, their products, and their unique challenges to provide tailored solutions.

• Team-Oriented: Strong collaborator with the ability to communicate across departments and work effectively in cross-functional teams.

• Self-Motivated: High level of initiative and independence, with the ability to work autonomously and proactively drive tasks to completion.

Desirable Knowledge and skills 

• University Degree in a relevant field: Finance, Economics, Computer Science, Business, or Science.

• Client-Facing Experience: Previous experience in account management, client support, or technical consulting, ideally within the financial services or technology solutions sectors.

• FX Options & Derivatives Knowledge: An understanding of the FX Options market and FX derivative trading strategies.

• Technical Writing Skills: Ability to create clear, methodical instructions and documentation for external clients, enabling them to understand and utilise the product effectively.

• Technical Systems Knowledge: Appreciation of front-office systems, architecture, and platforms used in financial services.

• Technical Proficiency: Experience with XML, FIX protocol, and SQL is highly advantageous.

• Understanding of Financial Mathematics or Statistics: A background in financial mathematics or statistics is a plus for tackling complex, quantitative product issues.