Client Delivery Senior Specialist

About us @Symphony

We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers .

But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence. .

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

Role Description:

Symphony is seeking a self-motivated, results-oriented Client Delivery Specialist to supportthe post-deployment experience for our most valued clients. This role is central to managingongoing client engagement, incident response, technical account management, SLAperformance, and service-level reporting.

You will own the client service experience post go-live—acting as a key liaison across internal teams and external stakeholders to ensure issues are resolved, trust is reinforced, and service expectations are exceeded.

Success in this role requires the ability to clearly articulate customer needs internally, produce executive-level reports and trackers, and facilitate long-term strategic alignment with client stakeholders. You’ll collaborate closely with Sales Engineering, Product Management, and Technical Support to ensure consistent, high-quality delivery across all customer touchpoints.

Responsibilities:

• Act as the primary service delivery lead for strategic accounts, providing regular service reviews, SLA insights, and roadmap updates.
• Monitor client-specific SLA metrics, service availability, and ticket response times; identify trends and escalate risks proactively.
• Lead incident response efforts for high-impact issues; coordinate cross-functional resolution plans across internal teams.
• Support client upgrade planning—aligning deployments with compliance requirements, readiness timelines, and user workflows.
• Analyse user behaviour and workflow usage across client organizations; recommend relevant features to drive value and adoption.
• Produce and deliver tailored documentation including incident trackers, monthly/quarterly service reports, and executive summaries.

Required Qualifications:

• Bachelor’s degree or equivalent experience in a relevant field.
• 3+ years in client-facing service delivery, account management, or enterprise support—preferably in financial technology or cloud services.
• Strong background in SLA and incident management; experience with ticketing systems like Zendesk, ServiceNow, or JIRA is a plus.
• Exceptional communication and presentation skills; comfortable interfacing with both technical and executive stakeholders.
• Experience managing service improvement plans, issue/action logs, risk tracking, and strategic reviews.
• Demonstrated ability to build relationships and manage client expectations with professionalism and empathy.
• Excellent organizational skills with the ability to manage multiple clients and priorities concurrently.
• Familiarity with legacy trader voice platforms is a strong advantage.
• Comfortable working under pressure and meeting aggressive deadlines.
• Willingness and ability to travel as needed.

Compensation:

• Salary range: $100,000 - 140,000 base salary
• Bonus plan
• Benefits and Perks vary based on location.

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.