Job Description
We are seeking a motivated Client Success Analyst to join our team. This hybrid role is essential to ensuring seamless client onboarding, troubleshooting, and satisfaction, while leveraging engineering skills to swiftly address API-related questions and ensure product reliability. The ideal candidate thrives in a fast-paced environment, demonstrates a passion for customer success, and possesses a technical aptitude.
Key Responsibilities
Client Success & Support:
- Act as the primary point of contact for clients, addressing inquiries and resolving issues with a focus on speed and quality
- Assist clients with API integration, ensuring smooth implementation and providing expert guidance on technical matters
- Collaborate with internal and external teams to advocate for client needs and improve the overall user experience
- Have an in-depth understanding of the client's trading needs to intelligently understand which option will deliver the most revenue to the firm
Quality Assurance:
- Collaborate with the engineering team to identify, reproduce, and resolve technical issues reported by the client
- Contribute to the prioritization of the new features
Cross-Functional Collaboration:
- Work closely with product, engineering, and support teams to align client needs with product roadmaps
- Provide feedback on product features and identify opportunities for improvement based on client interactions
Key Requirements
- Education: Bachelor’s degree in Information Systems, Management, or a related field, or equivalent experience.
- 2+ years of experience in client success, technical support
- Understanding how API protocols work (REST, WebSocket, FIX)
- Problem-solving skills and the ability to explain technical concepts to non-technical clients
- Language Proficiency: Fluent in English, additional languages are an advantage (Mandarin, Portuguese)
- Passion for cryptocurrency, blockchain technology, or fintech is a significant advantage
What We Offer
- Work options: Remote
- A collaborative and supportive work environment alongside a highly experienced team
- Competitive compensation package
- The chance to be part of a fast-paced fintech startup and contribute to shaping the future of capital markets
About Us:
Finery Markets Limited is a fast-growing fintech startup shaping the future of capital markets. Finery Markets pioneers the market with a set of institutional-grade infrastructure solutions for Prime Brokers, Banks, Retail Brokers, Custodians and Exchanges including:
- Non-custodial ECN, enabling electronic OTC execution and efficient post-trade settlement
- White label “OTC Prime as a Service” platform that allows institutions to offer their clients OTC Prime tools and services
We value collaboration, innovation, and a commitment to excellence. Join our dynamic team and grow your career in customer success and sales while contributing to a thriving industry.