Senior Customer Success Specialist

About us @Symphony

We’ve spent the last 10 years building the financial markets largest, most trusted communication network. Over 500 market participants across the buy-side, sell-side, securities servicing, and beyond. Over half a million users from trading desks to operations and custody teams interacting securely and in real-time on Symphony.

But that was only chapter one. We’re now using our technology foundation to accelerate far beyond secure collaboration to become the standard connective layer that enables more efficient and automated workflows across the industry to bring the future to financial markets.

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

 

Role Description:

As a Customer Success professional at Symphony LLC, you will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction with our products and services, and driving their success. You will work closely with our sales, marketing, and product development teams to identify and address customer needs and challenges, and to develop and implement strategies to enhance their experience.

 

Responsibilities:

•  Develop and maintain strong relationships with customers, becoming a trusted advisor and advocate for their success
•  Collaborate with sales, marketing, and product development teams to identify and address customer needs and challenges
•  Drive customer adoption and utilization of Symphony LLC products and services
•  Identify and address customer concerns and issues, ensuring prompt resolution and escalation as needed
•  Conduct regular check-ins with customers to ensure satisfaction and identify opportunities for upselling and cross-selling
•  Monitor and analyze customer usage data to identify trends and opportunities for improvement
•  Develop and implement strategies to enhance customer experience and drive customer success
•  Provide ongoing training and support to customers to maximize their use of Symphony LLC products and services

 

Required Qualifications:

• Bachelor degree in Business, Marketing, Communications, or related field
• 5+ years of experience in customer success, account management, or related role
• Excellent interpersonal and communication skills, with the ability to build strong relationships with customers and internal stakeholders
• Proven track record of driving customer success and retention
• Strong analytical and problem-solving skills
• Experience with CRM systems (Salesforce, HubSpot, etc.) and customer success platforms (Gainsight, Totango, etc.)
• Self-starter with the ability to work independently and as part of a team
• Passion for delivering outstanding customer experience

 

Compensation:

• Competitive salary
• Bonus Plan
• Benefits and Perks vary based on location.

 

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 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. 

Symphony reserves the right of ownership for all unsolicited resumes submitted for this requisition and is not responsible for any fees associated with unsolicited resumes. Symphony is an Equal Opportunity Employer.