Nasdaq Technology is looking for a passionate Senior Analyst with a focus on Customer Success Operations, to join the Mumbai technology center in India. If Innovation and effectiveness drive you forward this is the place for you!
Join our Customer Success Operations team. This role will be an important position within the CSMOps team, focused on providing the best processes, tools and data quality to empower our Customer Success team and improve their efficiency. The role will report to the Head of Customer Success Operations and will partner with other businesses within Nasdaq to help drive change management across the organization
Your role and responsibilities:
You will be part of the CSMOps team, supporting our global Customer Success department (CSM, Onboarding and Adoption team), around Data Management, Processes (Best-practice), Reporting and tooling.
The role will require you to interact with colleagues in different countries.
Furthermore, you will:
- Building and standardizing scalable processes and standard methodologies, both for the Nasdaq Trade Surveillance Onboarding team and in association with various parts of the organization (Customer Success, Customer Support, Sales, Marketing)
- Assisting with detailing these processes and standard methodologies, delivering training around them, and driving adherence to them
- Defining and producing KPIs, executive reporting and dashboard creation
- Running the annual audit compliance
- Administration of third-party portals (crafting user profiles, troubleshooting, collaborating closely with service providers, etc.)!
- Maintaining and enriching Customer Success tools and platforms with the most up-to-date data
- Identifying new tools to increase efficiency and automation
- Building a dedicated feedback loop to ensure knowledge flow across the organization
We expect you to have
- At least 3-5 years experience in Customer Success Operations.
- Interested in Finance
- Must be highly diligent and accurate, with an analytic attitude!
- Excellent communication skills, with the ability to work across business groups
- Strong written communication skills
- Excellent organization skills and shown project management experience
- Responsible individual able to work autonomously and proactively.
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Education Qualification: Bachelor degree or meaningful experience.
What do we offer you?
- Annual monetary bonus.
- An opportunity to become a Nasdaq shareholder
- Employee Stock Purchase Program Nasdaq stocks with a discount
- Health Insurance Program
- Flexible working schedule and hybrid way of work
- Flex day program (up to 6 paid days off a year) in addition to standard vacations and holidays
- Internal mentorship program – get a mentor or become one
- Wide selection of online learning resources, e.g., Udemy
It would be great if you have knowledge on
- Planhat
- Pendo
- JIRA
- Contract Management
- Reporting (i.e. Excel, PowerBi….)
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.