Shape the Future of the Data Analytics

Our clients rely on us to be the best - a centralized and secure platform to analyze and interpret intelligence. And no matter where you're located, or which team you work on, you’ll be part of a group working together to build solutions to mission-critical problems and a company that values the very best ideas. There’s a role at EDS for you —whether you're a new graduate or have years of experience.

OPEN POSITIONS

Customer Success Manager

NEW YORK / FULL TIME /  EXPERIENCE / 3 + YEARS 

About the Role

EDS is a SaaS company providing a centralized platform to securely analyze and interpret client intelligence. Presently, we are focused on the investment management and corporate vertical, but have pilots in other verticals. The EDS CSM will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product.

What You’ll Do

At EDS, the customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS (or similar) and gather other feedback via Intercom, our own platform, Jira, etc.

  • Represent the voice of the customer to provide input into every core product, marketing and sales process

  • Collaborate closely with team members support renewals and expansion opportunities

  • Serve as the primary/secondary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support

  • Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers

  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

  • Being the main point of contact between the company and a number of named enterprise accounts

 

What We’re Looking For

 

Experience

  • 2+ years customer success or account management experience in a SaaS or software company.

  • Proven track record of working in a customer facing role

  • Experience of working with Intercom or similar live chat platform useful but not essential

  • Have, or be willing to learn, basic technical skills in html, javascript, css and connecting to APIs to confidently discuss technical terms

Skills and Qualifications

  • Educated to degree level preferred but not essential

  • Fintech experience, including a working knowledge of the financial markets, fundamental investing, hedge funds, asset managers, corporate investor relations managers.

  • Experience working with, and managing, stakeholders and customers

  • A high level of accuracy and attention to detail is required

  • Excellent communication and interpersonal skills

  • Flexible approach, able to operate effectively with uncertainty and change

  • Driven, self-motivated, enthusiastic and with a “can do” attitude

sales@equitydatascience.com
205 East 42nd St.,
New York, NY 10017
(646) 838-4107
EDS and EQUITY DATA SCIENCE are trademarks owned by Equity Data Science, Inc.  All rights reserved.  © 2016-2017.