Technical Client Success Senior Analyst

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

This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup (at least 2 in office days per week).

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 HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more.

What You Will Do

Nasdaq is seeking a highly motivated Technical Client Success Senior Analyst to join a small, highly collaborative team that is helping build out the Nasdaq Data Link cloud platform. We consider Client Experience essential to our success and we are looking for an individual who is committed to helping provide excellent service standards to our client base and to ensuring they have the best possible experience on our platform.

The Technical Client Success Specialist will be responsible for keeping Nasdaq's data clients happy and will also spend time working with the product development team to share customer feedback and insights to help make the product better.

Successful candidates will be curious, independent thinkers who are excited by challenges and have a relentless focus and commitment to our clients.

Responsibilities 

In this role, you will: 

• help manage and triage inquiry emails about our platform and data products from our customer and users

• empathize with the customer experience and effectively resolve customer inquiries in a considerate, accurate, and timely manner

• Identify, vet, and pass prospective customers to the sales team

• Provide pre-sales and post-sales onboarding service to our clients which would entail providing them with permissions to our data products and getting on calls to help them with technical API questions

Qualifications and Skills

Successful customer support requires solving real customer problems.  To that end, we seek individuals who are proactive and resourceful.  We expect you to have: 

• at least 2 years experience in Client Success for a marketplace or SaaS technology company, preferably at a startup

• Be passionate about problem-solving and providing great customer experience 

• A strong customer-centric mindset 

• Excellent verbal and written communication skills and enjoy crafting clear and concise messages to customers

• Strong problem solver and comfortable managing high profile problems within tight time constraints

• A strong interest in technology and have a solid understanding of the impact to business when something in software goes wrong

• You understand web services, including transport (primarily HTTP), common data formats (JSON), and standard API patterns (e.g. REST).

• Excellent at managing your time and prioritizing customer inquiries

• Adaptable and a quick learner

• Entrepreneurial and enthusiastic about working in a fast-paced agile environment

• Post-secondary education in Computer Science, Computer Engineering, Business Administration, Finance, Economics, Math, or a similar degree

• Proficient with Microsoft Office tools

• Amenable to working Night-Shift and twice a week in the Nasdaq office at Bonifacio Global City, Taguig.

What Would Be Helpful

• at least 2 years Knowledge in SQL, Python, and/or Amazon Web Services

• Domain knowledge in finance services and capital markets

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 discover why Nasdaq Manila is Great Place To Work certified

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.