Sr. Client Experience Specialist

Senior Client Experience Specialist

TradeStation is the home of those born to trade. As an online brokerage firm and trading ecosystem, we are focused on delivering the ultimate trading experience for active traders and institutions. We continuously push the boundaries of what's possible, encourage out-of-the-box thinking, and relentlessly search for like-minded innovators. At TradeStation, we are building an AI-First culture. We expect team members to embrace AI as a core part of their daily workflow, whether that's using AI to accelerate development, enhance decision-making, improve client outcomes, or streamline internal processes. We hire, grow, and promote people who can harness AI responsibly and creatively. We treat AI as a partner in problem-solving, not just a tool; following our governance standards to ensure AI is used ethically, securely, and transparently. If you join us, you're joining a culture where AI is how we work.

The Senior Client Experience Specialist is responsible for the holistic success and satisfaction of our highest-value clients. This role blends executive-level service delivery, technical expertise, and strategic account management. You'll act as the primary point of contact for elite clients, ensuring their ongoing success and engagement across products and platforms. This role collaborates closely with Sales, Product, Operations, and the Executive Team.

This is an on-site position in our Plantation office at 8050 SW 10th Street, Suite 2000, Plantation, FL 33324.

What You'll Be Doing:

• Serve as the executive sponsor and relationship lead for top 1% revenue-generating clients
• Lead onboarding, training, and strategic planning for high-value clients across asset classes
• Act as escalation point for technical and operational issues, ensuring expedited resolution
• Collaborate with product and engineering teams to advocate for client needs and influence the roadmap
• Conduct regular business reviews and performance consultations with key accounts
• Identify upsell and cross-sell opportunities in partnership with Sales and Marketing
• Manage executive reporting on client health, support metrics, and satisfaction
• Oversee a team of specialists supporting the client experience function
• Serve as a thought leader on client service process improvements and automation
• Contribute to go-to-market and retention strategies

The Skills You Bring:

• A passion for delivering exceptional client experiences with urgency and empathy
• Proficiency in order entry and support across all asset classes (equities, options, futures, forex, crypto)
• Strong understanding of live trading environments, systems, and operational policies
• Deep knowledge of multiple trading platforms and the ability to provide expert-level software support
• A natural inclination to support and educate others, especially high-value clients
• Excellent verbal and written communication skills tailored to both technical and non-technical audiences
• Familiarity with client account management procedures, including transactions, commissions, and compliance
• Thrive in fast-paced, high-volume environments with a collaborative team dynamic
• Reliable, punctual, and enthusiastic team player who contributes to a positive workplace culture
• Skilled in troubleshooting and resolving complex technical issues across various systems

Required Qualifications:

• Bachelor's degree required; Master's degree or MBA preferred
• 710 years of experience in financial services, client success, or strategic account management Experience supporting institutional, active, or high-net-worth clients
• Licenses: SIE, Series 7, 63, and 3 required (or obtainable within 90 days)
• Demonstrated leadership and ownership of key client relationships
• Proven ability to troubleshoot complex technical issues and explain them clearly
• Strong familiarity with trading platforms, order routing, and market mechanics
• Excellent verbal and written communication skills
• Track record of cross-functional collaboration and driving measurable results

Desired Qualifications:

• Microsoft Technology Associate (MTA), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE)
• Background in electronic trading, algo trading, or derivatives
• Knowledge of FIX protocols, APIs, or other integration technologies
• Experience working with CRM, CX analytics, and support platforms

What We Offer:

• Collaborative work environment
• Competitive Pay
• Yearly bonus and generous 401k plan
• Comprehensive benefits for you and your family starting Day 1, including a Veterinary Discount Plan!
• Generous Paid Time Off plans
• Flexible working environment
• TradeStation Account employee benefits, as well as full access to trading education materials
• Pay Range (US) $75-80K (Countries outside of the US have differing ranges in accordance with local labor markets)

TradeStation provides equal employment opportunities to current and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, sexual orientation, age, pregnancy, disability, handicap, citizenship, veteran or marital status, or any other legally recognized status entitled to protection under federal, state, or local anti-discrimination laws.