Customer Success Operations Analyst

at  Sharegain

Sharegain began with one question: If the largest institutions solely exercise the right to lend their stocks, bonds, and ETFs, what would it take to unlock this revenue opportunity for every investor?
Our team of experts in the UK, US and Israel built the solution: a platform that empowers online brokers, private banks, and wealth managers to offer securities lending to their clients. We call it SLaaS: Securities Lending as a Service. It’s a fully digital, customizable, end-to-end solution that automates front- and back-office operations. Institutions and investors are now free to earn more from what they own.
Every Sharegainer has their own backstory, but we all share an ambition to do things differently – bigger, better, and greater. Together we’re on a mission to democratize capital markets by building a more liquid world. The more we share, the more we all gain.

REQUIREMENTS

• Ideally 1-2 years of experience within financial services
• Proficiency in presenting insights derived from data analysis in a clear and compelling manner
• Experience with data integration from different platforms and utilizing business intelligence (BI) tools to extract actionable insights
• Proficiency in CRM software, preferably Salesforce, and project management tools like Asana
• Prior experience in a customer-facing or operations role, preferably within the fintech industry (experience in other industries will also be considered)
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues
• Strong problem-solving skills and a proactive attitude
• Detail-oriented mindset with a focus on delivering high-quality work
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Passion for fintech and a desire to contribute to the company’s mission of democratising Securities Lending.
  Sharegain is an equal opportunity employer. Employees and contractors, as well as prospective employees and contractors, will all be treated equally and fairly. We are passionate in our belief that a diverse workforce is central to our success, and we are proud to reflect this within our recruiting processes

We are seeking a Customer Success Operations Analyst with a keen eye for detail and a passion for data analysis. In this role, you will play a pivotal part in ensuring the success of our customers by providing operational support and delivering exceptional service. This is an exciting opportunity for an individual who is adept at analyzing data, integrating information from different platforms, and leveraging business intelligence tools to drive insights in the fintech industry. As our company continues to rapidly grow, we actively seek individuals who can enrich our team with innovative and diverse perspectives.

You will:

• Utilize strong presentation skills to effectively communicate insights and findings derived from customer data analysis
• Assist in the implementation and optimization of customer success processes and workflows
• Collaborate with cross-functional teams including Customer Support, Sales, and Product Development to drive customer satisfaction and retention
• Analyze customer data and feedback to identify trends and opportunities for improvement
• Support the onboarding process for new customers, ensuring a seamless transition and successful adoption of our platform
• Delve into data to monitor key performance indicators (KPIs) and metrics related to customer success, providing insights and recommendations for enhancement
• Develop and maintain documentation and training materials for internal and external stakeholders
• Proactively identify areas for operational efficiency and automation within the customer success function, including data integration from different platforms and utilizing business intelligence (BI) tools to extract actionable insights