Building and standardizing scalable processes and best practices, both for the CSM team and in association with various parts of the organization (Customer Support, Sales, Marketing)
Assisting with documenting these processes and best practices, delivering training around them and driving adherence to them
Defining and producing KPIs, executive reporting and dashboard creation
Responding to our Customer’s Vendor Assessment Requests
Running the annual audit compliance
Administration of third-party portals (creating user profiles, troubleshooting, liaising with service providers, etc.)
Maintaining and enriching Customer Success tools and platforms with the most up-to-date data
Identifying new tools to increase efficiency and automation
Building a dedicated feedback loop to ensure knowledge flow across the organization
Coordinating CSM event planning (webinars, customer events) and communication efforts
Tracking and helping drive completion of key CSM deliverables and initiatives
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.