Customer Success Associate

Summary Of Position

The Customer Success Associate will act as an advisor to clients, helping them achieve value from and foster greater adoption of a suite of data & analytics products in the U.S. Commercial Banking segment. The Customer Success Associate’s primary objectives are to, provide clients with insights based on data and analytics, provide support for product development, and work with clients to help them grow their business through successful deployment of the products.

WHAT YOU WILL DO:

• Developing expertise in our product suite, positioning, and the ability to communicate our differentiation relative to competitive products.
• Developing a deep understanding of clients’ desired business outcomes, and goals and creating account success plans
• Owning the training, support, engagement, retention, and growth of clients, including monthly reporting to clients and regular reporting on client health
• Creating and delivering insights for our clients’ senior management to power strategic and tactical decisions.
• Facilitating in-depth discussions with key client stakeholders to make data insights actionable to the specific client
• Working closely with Development, Data Science, Marketing, and Sales teams to support client-driven product development
• Proposing, managing, and piloting process improvements in coordination with Operations and IT departments
• Leading user acceptance testing for product releases
  
  

WHAT YOU BRING:

• 2+ years working with a bank, FinTech, or market research/data company or 2+ years in a consultative, strategic, client-facing role
• Exceptional analytical skills. Ability to draw conclusions from data and experience to identify opportunities to increase revenue across commercial banking business lines and market segments.
• Comfortable running initiatives and programs independently
• Ability to successfully launch new initiatives and resolve complex issues through analysis and effort
• Enjoys working collaboratively and cross-functionally with Sales, Marketing, Product Development, Operations, IT, and other key partners
• Ability to present well to a range of audiences large and small and to connect in one-on-one settings
• Quantitative analysis skills with common sense judgement
• Excellent written and verbal communication skills
• Commercial banking experience with a background in relationship management is a plus