Job Description
Job details
Job Type
Full-time
Full Job Description
The Customer Operations Team at R3 is a new, data-focused team, which provides insights to R3 about our priority customers, as well as providing some operational services to our customers.
As part of the Customer Success function in the company, you will work closely with Revenue Operations, Finance, Account Executives, Customer Success Managers, and R3’s Leadership.
You will liaise directly with our customers and help measure their satisfaction, success, and health via surveys, metrics, interviews, or other methods as appropriate. You will help track our customers’ use of Corda and interact with them on this. You will be comfortable reading legal contracts (while not needing much initial experience in this). You will have good customer-facing skills and be comfortable building relationships. You understand the value of data. You will be keen to learn, curious, and comfortable in a fast-paced environment that is also collaborative.
This is a good opportunity to understand a new and fast-growing area of enterprise software and services and support clients on their interesting journeys. Ideally, you’d be curious about and interested in all kinds of technology, including cloud and blockchain. The customer success analyst will serve a key role in developing and supporting a data strategy for the customer success team.
As the Customer Success Analyst, you will have the opportunity to:
• Help plan, develop, and conduct surveys. Analyze and interpret survey data in support of the development of satisfaction/health metrics and impact on R3 business units.
• Help onboard customers via R3’s platform, while also suggesting features for its future growth from a product perspective
• Help send our company’s Net Promoter Score Program surveys, and identify areas of improvement
• Help devise appropriate Key Performance Indicators (KPIs) for the organization
• Build relationships with a variety of global customers, and help them report data (usage or revenue)
• Analyse and report data using appropriate statistical methods, strategic analysis tools, financial analysis/revenue
• Help run reporting to R3’s Leadership on key customer metrics
• Continuously improve and streamline processes using automation techniques
The skills and experience necessary for this role are:
• You have strong quantitative, analytical, and statistical skills
• You have experience in a customer-facing role, for example, Customer Service, Customer Success, ideally with a company with a footprint across multiple geographies and a technical product
• You are a strong communicator and build relationships easily. You have a clear, collaborative style – both written and verbal.
• Must be able to work effectively in a dynamic environment and collaborate with multiple stakeholders
• You have expertise with tools like Salesforce, Jira, Tableau, PowerBI, Airtable, Confluence, Microsoft Office 365, MS Access.
• Experience with market research tools and survey platforms such as Survey Monkey, Microsoft Dynamics, Qualtrics, etc.
Nice to have (or excited to learn):
• Understanding of DLT / Blockchain technologies such as: including Corda, Hyperledger Fabric, Ethereum, Bitcoin, etc is beneficial
• Have a broad understanding of computer science and engineering, most likely obtained through a combination of academic study and related professional experience
• An understanding of Financial Services (including but not limited to Capital Markets, Digital Assets, and Central Bank Digital Currency
Job Type
Full-time
Full Job Description
The Customer Operations Team at R3 is a new, data-focused team, which provides insights to R3 about our priority customers, as well as providing some operational services to our customers.
As part of the Customer Success function in the company, you will work closely with Revenue Operations, Finance, Account Executives, Customer Success Managers, and R3’s Leadership.
You will liaise directly with our customers and help measure their satisfaction, success, and health via surveys, metrics, interviews, or other methods as appropriate. You will help track our customers’ use of Corda and interact with them on this. You will be comfortable reading legal contracts (while not needing much initial experience in this). You will have good customer-facing skills and be comfortable building relationships. You understand the value of data. You will be keen to learn, curious, and comfortable in a fast-paced environment that is also collaborative.
This is a good opportunity to understand a new and fast-growing area of enterprise software and services and support clients on their interesting journeys. Ideally, you’d be curious about and interested in all kinds of technology, including cloud and blockchain. The customer success analyst will serve a key role in developing and supporting a data strategy for the customer success team.
As the Customer Success Analyst, you will have the opportunity to:
• Help plan, develop, and conduct surveys. Analyze and interpret survey data in support of the development of satisfaction/health metrics and impact on R3 business units.
• Help onboard customers via R3’s platform, while also suggesting features for its future growth from a product perspective
• Help send our company’s Net Promoter Score Program surveys, and identify areas of improvement
• Help devise appropriate Key Performance Indicators (KPIs) for the organization
• Build relationships with a variety of global customers, and help them report data (usage or revenue)
• Analyse and report data using appropriate statistical methods, strategic analysis tools, financial analysis/revenue
• Help run reporting to R3’s Leadership on key customer metrics
• Continuously improve and streamline processes using automation techniques
The skills and experience necessary for this role are:
• You have strong quantitative, analytical, and statistical skills
• You have experience in a customer-facing role, for example, Customer Service, Customer Success, ideally with a company with a footprint across multiple geographies and a technical product
• You are a strong communicator and build relationships easily. You have a clear, collaborative style – both written and verbal.
• Must be able to work effectively in a dynamic environment and collaborate with multiple stakeholders
• You have expertise with tools like Salesforce, Jira, Tableau, PowerBI, Airtable, Confluence, Microsoft Office 365, MS Access.
• Experience with market research tools and survey platforms such as Survey Monkey, Microsoft Dynamics, Qualtrics, etc.
Nice to have (or excited to learn):
• Understanding of DLT / Blockchain technologies such as: including Corda, Hyperledger Fabric, Ethereum, Bitcoin, etc is beneficial
• Have a broad understanding of computer science and engineering, most likely obtained through a combination of academic study and related professional experience
• An understanding of Financial Services (including but not limited to Capital Markets, Digital Assets, and Central Bank Digital Currency
💡 Quick Summary
Seeking a career-building opportunity? The Data Analyst position is now open for candidates interested in the Database Administrator sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Database Administrator is a plus.