ANALYST, PRODUCT CEX

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