Apply on Employer Site

BlueMatrix · 3 weeks ago

Customer Success Specialist (New York)

New York

Full-time

Onsite

Entry, Mid Level

2+ years exp

BlueMatrix is a company focused on building efficient capital markets. As a Customer Success Specialist, you will work closely with users to onboard them, educate them on product workflows, and gather feedback to inform the product roadmap, all while driving user retention and minimizing churn.

ComplianceDeveloper PlatformPublishing

Responsibilities

Successfully onboarding new users: Assist our users in understanding our product so they receive the maximum value and return on investment. Educate existing users on new features and intake feedback for improvements

Supporting pilot opportunities: Collaborate with our Account teams to run pilots with new and existing customers. You’ll run pilot education sessions, and communicate our value proposition for each user workflow

Minimizing user churn: Fight to identify and win back users who have fallen into bad health and create holistic strategies as a team to bring them back

Monitoring and evaluating user health: Forecast and track key user metrics. The team works hand in hand with account management, speaking with and visiting users to provide training, customizations, and product consultations

Supporting product direction: Because of your deep understanding of our products and users, you’ll be in a position to field feedback, identify product opportunities, and relay that information back to the organization (account teams, product, management) Your voice will create a continuous feedback loop to advocate for our users' needs

Generating content: Identify content that our users are likely to care about based on their persona, and package it for distribution (across multiple channels). This content can be used for education, training, or email distribution by account teams

Continual education and training: As the Street Context offering and the broader industry evolve, you’ll be responsible for leveraging internal and external resources to continually educate and train yourself, equipping yourself with the knowledge and tools to communicate and sell Street Context effectively

Qualification

Client-facing experienceData-driven engagementCommunication strategiesSaaS experienceCapital markets knowledgeUser onboardingUser feedback collectionContent generationContinuous educationTeam collaboration

Required

You have 2+ years of experience in a client-facing role

Your EQ is through the roof and compliments on your communication skills follow you everywhere you go

You are coachable and integrate feedback into your professional development goals

You have the motivation, drive, and energy required to sustain a high level of client-facing activity

You have experience using data-driven approaches to drive engagement across a user base

You have experience creating communication/content strategies that align to adoption strategies across a user base

Preferred

You have worked on a trading floor or have experience working with capital markets, specifically in research, sales, or trading

You have worked in a SaaS business

You are experienced with go-to-market and product analytics tools such as Salesforce, Amplitude, Zoom, and business intelligence products like Looker or Tableau