Senior Product Specialist EMEA

smart

Trade Technologies is a software publisher specializing in the trading and finance sector. Its clients primarily include investment banks, stock exchanges, brokers, and pension funds. smart

Trade enables real-time computerized management of financial flows among these different stakeholders.

kACE is a leading product brand within smart

Trade Technologies, providing cutting‑edge FX derivatives pricing and analytic solutions to over 350 client sites worldwide. The brand is recognized as the market leaders in delivering innovative FX derivative workflow solutions within the financial services sector.

Joining smart

Trade means becoming a part of an innovative and international company with offices in Aix‑en‑Provence, London, Geneva, New York, Toronto, Hong Kong, Singapore and Tokyo.

Skill development and career progression are top priorities at smart

Trade, 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.

The Client Services team is responsible for delivering exceptional technical support and consultative guidance to clients using our suite of advanced products. Working closely with Account Management, Sales, and Product teams, the function ensures a seamless client experience that meets both technical and commercial objectives.

The role reports to the Global Head of Client Services and holds regional responsibility for the delivery of world‑class first‑ and second‑line technical support, expert consultation, and programme delivery for EMEA‑based and global clients. The role operates primarily as a senior individual contributor, while also collaborating with and coaching junior members of the team to drive consistency, quality, and best practice across the region.

The role works closely with regional counterparts to triage incoming queries, support first‑line teams, and provide escalation and subject‑matter expertise for complex client issues. As a senior individual contributor, you will troubleshoot and resolve technically complex problems, ensuring timely and effective outcomes, and engaging wider technical, product, or engineering teams where required.

In addition, you will lead the testing, packaging, and delivery of software releases and client‑specific customisations, taking ownership of client‑facing deployments and associated project management activities. This includes coordinating internal stakeholders, managing timelines, and ensuring high‑quality delivery aligned with client expectations.

This role requires a strong balance of technical expertise and client‑facing communication skills, with a direct impact on client satisfaction, retention, and the ongoing evolution of kACE’s products. Building strong cross‑functional relationships across Product, Account Management, and Technical teams is central to success in this role, ensuring customer needs are clearly understood and effectively addressed.

Due to the nature of the role, occasional travel within the EMEA region may be required.

• Act as a senior regional authority for kACE within EMEA, owning complex client issues across first‑ and second‑line support.
• Serve as the primary escalation point for high‑priority, complex, or client‑critical queries, coordinating resolution across internal teams.
• Maintain oversight of regional caseloads, proactively identifying risk, prioritising work, and supporting effective resolution within agreed SLAs.
• Provide hands‑on expert technical support to clients, troubleshooting complex functional, configuration and integration issues.
• Assist in the design and implementation of internal ways of working, knowledge sharing and training to upskill team members.
• Assist in managing regional caseloads daily to provide consistent service.

• 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…