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Customer Success Manager

Full Time

Website Capital Markets Gateway

About us:
“Companies access the capital markets to raise money that will ultimately drive expansion, innovation, and employment growth, which is why we have built an integrated capital markets platform that will optimize the deal flow process for all market participants.” Greg Ingram, CMG CEO and co-founder.
Capital Markets Gateway (CMG) is a FinTech start-up that is transforming the equity capital markets (ECM). The capital raising process is riddled with inefficiencies and operational risk. CMG is creating a digital marketplace that connects investors and underwriters via a neutral platform that delivers integrated ECM data and analytics. CMG’s platform streamlines workflows and delivers information and analytics in real-time providing users with long-desired speed to market and analysis vital to decision making.
 
The role:
CMG is seeking a Customer Success Manager (CSM) to join our fast-growing Customer Success team. A passionate, energetic and curious CSM will support our sophisticated customer base by helping solve for their mission critical needs. The CSM is responsible for handling front line customer inquiries and will leverage creative, problem-solving techniques to diagnose, escalate and resolve client issues. With a relentless focus on client satisfaction, the CSM will collaborate internally across the organization to ensure the customer’s experience with CMG exceeds their expectations. 
 
The successful CSM candidate will become an expert on the CMG platform to handle a vast range of client inquiries and constantly drives the value proposition of the service by providing guidance and solutions to enhance their experience.   The Customer Success group acts as the “voice of the customer” to advance the functionality of the CMG platform and is expected to be an excellent collaborator partnering with Sales, Product Management, and Engineering functions. 
 
As a leading FinTech organization looking to deliver innovation to the equity capital markets, CMG is transforming one of the hottest areas of Wall Street. With customer satisfaction as the pinnacle of our core values, exceptional customer support is paramount to the success of both our customers and CMG. 
 

What you will do:

  • Field inbound customer support inquiries via various communication channels
  • Diagnose and resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available
  • Thoroughly document support issues and escalate where necessary 
  • Develop in-depth knowledge of the CMG platform to support a wide range of client inquiries
  • Develop insights on client pain points and opportunities and work collaboratively across internal teams to influence CMG’s product direction
  • Independently manage fast-paced work as part of a Customer Success team
  • Deliver excellent customer service, driving high levels of customer satisfaction
  • Remain flexible and positive in the face of challenges
  • Assist with and participate in special projects and initiatives

You have:

  • 2+ years in customer support or client-focused business analyst role
  • Proficient using CS related tooling – HubSpot, Jira, MixPanel, Pendo, MSFT Office, etc
  • Prior experience working in Fintech or within financial institutions is desired
  • Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements
  • Exceptional communication skills (both written and verbal) and the ability to interact with a wide range of audiences
  • Curiosity and desire to learn quickly to develop domain knowledge
  • Keen analytical and problem-solving skills
  • Ability to multi-task balancing simultaneous customer issues
  • Comfortable working in a collaborative, fast paced team environment
  • Flexibility for rotational coverage of non-peak hours is a plus
  • B.S. in Finance, Economics or similar business study

Nice to have:

  • Minor experience with Business Analytics, a plus
  • Entrepreneurial mindset
  • Positive, “whatever it takes” attitude
  • Politeness, fun-loving disposition, respect for others

Our values:

  • We innovate with purpose
  • We focus on outcomes vs. output
  • We believe diverse and inclusive teams fuel innovation
  • We are humble yet candid
  • We do right by the customer

What we offer:

  • Comprehensive benefits program
  • 401k match
  • Unlimited time off
  • Fully remote work environment
  • Support to further your education
  • A culture of people first
Let us apply for you (from 10$)

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