End User Adoption Specialist

2 weeks ago

Taguig, National Capital Region, Philippines Nasdaq Full time

Why Nasdaq

When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What we offer

Our End User Adoption team is on a mission to help our customers get the best results from Nasdaq's leading Trade Surveillance platform (NTS).

We're a team of customer-centric, functional experts who are passionate about helping our customers achieve their trade surveillance objectives using the full suite of NTS functionality. We care deeply about our customers' problems & improving their overall experience when using the service, ultimately reducing churn & driving long-term loyalty. We are the internal champions of the customer, who demonstrate our understanding of their problems, business objectives and service usage to drive adoption through collaboration with Delivery, Marketing & Product teams.

We are looking for a dynamic user-adoption expert to join our team to help drive value for our customers using the Trade Surveillance solution.

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.

In return, you will receive a competitive salary package, HMO for you and your dependents, employee stock purchase plan, retirement plan, and more.

What you will do

Customer-Focused

  • Be responsible for the execution of strategies to ensure our end users experience, satisfaction and utilisation of the Nasdaq Trade Surveillance service is maximised.
  • Deliver focused and tailored training to our customers across the full suite of NTS services to ensure standard processes are applied.
  • Be responsible for the training and delivery of strategic projects which focus on driving long-term customer value. (Alert Migration, Workbench & AWS).
  • Engage customers during the onboarding process to ensure they have a thorough understanding of the service & the configuration is meeting their needs.
  • Collaborate with users to understand their key business drivers when documenting requirements for enhancements and improvements.
Data-Driven Decision Making
  • Use data analytics to identify areas of user satisfaction and adoption improvement and propose new insights to help drive this forward.
  • Engage customers who may be displaying low rates of adoption to collect feedback and understand key business drivers.
  • Leverage new and innovative ways of interpreting customer data to extract insights and help improve our overall customer's experience.
  • Contribute to the setup and implementation of internal user-adoption and tracking tools.
Program Development
  • Contribute to the expansion of programs which improve our end users experience - Such as the generation of new learning content (Knowledge Base), video resources & community building.
  • Collaborate with cross-functional teams to ensure user feedback loops are created and incorporated into Product, Training and Onboarding decisions.
  • Team up with Product and Marketing to drive communication initiatives to ensure adoption of new features are maximized.
Stakeholder Collaboration
  • Act as the voice of the customer internally and represent the customer's view during all discussions with all multi-functional teams.
  • Collaborate closely with Product, Marketing and Delivery teams to ensure end user adoption practices are incorporated into all areas of the customer lifecycle.
What We Expect
  • 3+ years of demonstrable experience supporting end-users in a functional role (User Adoption, Customer Success, Business Analysis) within a SaaS environment.
  • Exceptional communication, interpersonal & presentation skills.
  • Strong client management skills & a strong aim to help solve customer problems using new and existing functionality.
  • Demonstrable ability to coordinate new initiatives with multi-functional teams (Product, Marketing & Technical Delivery).
  • Strong judgment, creativity, and exceptional problem-solving skills.
  • A strong data-mindset & experience working with data analytics platforms such as Splunk, Pendo & Planhat.
  • Results-oriented attitude with a focus on continuous improvement.
  • Self-starter, proactive, accountable, and motivated to do the right thing.
  • A solid understanding of Capital Markets, Regulatory Technology & Exchange Regulation/Rules.
  • Experience working in the Trade Surveillance, Compliance or RegTech industry is a plus.
Does It Sound Like You?

Please follow through by clicking the "Apply" link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and where a career at Nasdaq can take you.

Our work arrangement is hybrid. You will be coming into the office just 2 days per week.

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. Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-Ljbffr

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