Customer Success Specialist – Financial Technology
At Nasdaq, our Customer Success Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empower the global financial system. We are currently looking for a dynamic individual to fill the role of Customer Success Specialist.
Join us in contributing to a mature and high-performing customer success management function, driving continuous improvement and excellence.
Responsibilities
- Manage a portfolio of accounts to deliver value, ensure satisfaction and identify growth opportunities.
- Co-ordinate the services and efforts of Nasdaq FinTech and partner with customers to align with their strategy, address pertinent issues and mitigate risks.
- Work cross functionally in close partnership with Sales, Customer Delivery, Customer Support and Engineering to proactively manage relationships with customers.
- Partner with senior CSMs to handle strategic engagements with a path for growth.
- Achieve and maintain a measurable improvement in customer satisfaction.
- Understand the customer ‘topology’, their goals, and determine ways in which Nasdaq could help to address these goals and strategies.
- Build valuable relationships with key stakeholders (internal and external) to ensure continued success.
- Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth.
- Proactively seek ways of improving the services provided by the Customer Success team.
Requirements
- 3+ years of experience in Customer Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries.
- Experience in using Customer Success tools such as Salesforce, Planhat, Gainsight, PowerBi, ChurnZero, or others.
- Educated to degree level (or equivalent).
- Able to thrive in a dynamic, fast paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines.
- Deep understanding of software development life cycles.
- Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders.
- Ability to work within a team environment and be focused on providing a high quality of service to customers.
- Strong communication skills.
- Strong business acumen, judgment, creativity, and exceptional problem-solving skills.
- Self-starter, ambitious, accountable, and motivated to do the right thing.
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
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. Please contact us to request an accommodation.