Specialist - Customer Success - Capital Markets - Banking

The Customer Success role drives commercial value creation for clients through efficient adoption of all Solutions purchased by them. The Customer Success Specialist plays a key role in developing and executing business strategies to enhance customer experience, usage and retention and thereby increasing the revenue and retention numbers.

Strong requirement of Capital Market experience - equities, derivatives, commodities and currency.

Key Responsibilities:

- Responsible for ensuring that customers- business objectives are achieved through the full utilisation of solutions by end users

- Involvement in Pre - sales cycle to Understands high level customer workflow and business requirement

- Involvement in Standard Implementation: Reviews overall implementation and communication with customer and internal stakeholders

- Create high level requirement documents for gaps identified / changes asked by prospects / customers

- Engage with product development team for feasibility and effort analysis for the changes raised by customers and prospects and track it till delivery

- Have regular discussions on the product issues pending with customers (engage with Ops and dev team) and help to identify the resolution for the same

- Engage with customers on frequent basis for better usage of current products procured by them Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Well versed in Presentation skills and in influencing customers to optimize usage of the subscription

- Should be able to proactively share Roadmap of products, Services and related enhancements

Technical Knowledge requirements:

- Good understanding of capital market - equities, derivatives, commodities and currency

- Deep understanding of customer workflow

- Strong hold on RMS and OMS concepts NCFM Certified

- Understanding of distribution products - IPO / MF / NCD / BONDS

- Good understanding on company / scrip / market level data along with economic indicators for capital markets

- Understanding of Institutional trading work flow

- Understanding of FIX protocol

- Well versed on Algorithmic Trading

- Well versed on Strategies

- Relationship Management: Use of CRM tools like Salesforce and Analytical Tools like BI Apps