Analyst, Product CEX
4 weeks ago
Key Responsibilities:
- Serve as the primary point of contact for partners’ inquiries, providing prompt and professional response.
- Coordinate and triage partnership requests to the respective units.
- Proactively engage with existing and potential partners to understand their needs, address
- concerns, and identify opportunities for upselling or cross-selling.
- Guide partners through the onboarding process, ensuring a smooth and seamless transition to our platform.
- Collaborate closely with cross-functional teams, including IT, Legal, RA, Operations, Risk,
- Reconciliation, etc, to advocate for the customers and drive product improvements.
- Manage product life circle and GTM communications including Frequently Asked Questions FAQs.
- Conduct training sessions e.g. Knowledge Quest and create educational materials to empower internal and external customers to maximize the value of our products.
- Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.
Requirements
Required Skills and Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Proven experience in a customer-facing role, preferably in a SaaS or technology company.
- Exceptional communication skills, both written and verbal, with a keen ability to empathize and connect with customers.
- Strong problem-solving skills and the ability to think creatively to resolve customer complaints.
- Proficiency in CRM software and other relevant tools for managing customer interactions.
- Ability to multitask and prioritize effectively in a fast-paced environment.
Preferred Skills and Qualifications:
- Experience working with Zendesk or similar customer support platforms.
- Familiarity with agile methodologies and project management principles.
- A passion for technology and a willingness to learn and adapt to new technologies and processes.
- Certification in customer service or related fields is a plus
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