Customer Success Manager

The Nasdaq IR Insight Customer Success Manager leads the Account team to drive client outcomes from IR Insight, responsible for adoption, and ongoing education/service engagement of services for all assigned clients within their portfolio. Whether reacting to a request or through proactive outreach, the CSM forms relationships with their clients that allow them to understand each client’s individual needs and workflow, ensure services are fully used, identify any areas of risk as well as opportunities for growth. This person works closely with the Account and Support teams to provide a comprehensive view of the client relationship and ensure that all client expectations are met.

Responsibilities

• Understand customer needs and objectives; ensure the customer is using and benefiting from the full extent of our solutions
• Engage with the customer at all levels within their Finance and IR organization to ensure adoption of services
• Engage with primary client POC regarding product usage and standard methodologies
• Partner with the Account team to address all “at risk” situations for portfolio of customers as well as onboard new clients.
• Act as the primary point of escalation in case of any issues with the service and engage all internal team members in the retention plan
• Identify upsell and cross sell opportunities and communicates to the Account team
• Partner with internal teams (Support, L2) to ensure all client-facing issues are resolved and changes are made to prevent reoccurrence
• Maintain regular interaction with the Account team to review account activities/opportunity, strategize and plan for upcoming customer interactions/meetings

Skills/Experience

• Excellent client engagement skills, including the ability to build and lead client relationships
• General understanding of the Corporate Services product offering
• Strong internal relationship building skills
• Positive demeanor and deep customer service orientation
• Strong communications & presentation skills
• Comfortable working all levels of an organization
• Strong analytical, organizational & prioritization skills
• Able to keep composure and make decisions in stressful situations
• Education Required: Bachelors, MBA, MSc or related discipline, or equivalent work experience
• Experience Required: 3-5 years

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.

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