Client Success - Adoption & Community

Full time Forex Fintech Customer Service Sales

Job Description

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, adoption experts who are passionate about helping our customers achieve their objectives.

The End User Adoption team are responsible for driving long-term product adoption across Nasdaq products & services. The team focus on building high-quality learning & development resources to promote self-service & deliver engaging community-focused sessions (Webinars & Office Hours) to drive adoption across Nasdaq services.

The team are also responsible for managing the customers digital experience, delivering in-app communication & proactive monitoring the customers usage behaviour.

Responsibilities

  • Own the execution of strategies to ensure our end users experience, satisfaction and utilisation of the NTS (Nasdaq Trade Surveillance) service is maximised.
  • Participate in the hosting of live, community sessions such as Webinars & Office Hour sessions to 100+ users.
  • Deliver 1-1 focused and tailored training to our customers across the full suite of NTS services to ensure best practices are utilized.
  • Contribute to the expansion of learning programs which improve our end users experience – Such as the creation of new learning content on the Knowledge Base, video resources & community building.
  • Use digital tools such as Pendo & Spunk to monitor customer usage behaviour & recommend strategies to improve overall utilization.
  • 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 proven 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 drive to help solve customer problems using new and existing functionality.
  • Strong judgment, creativity, and exceptional problem-solving skills.
  • Excellent English verbal and written skills

What Would Be Helpful?

  • Experience working in the Trade Surveillance, Compliance or RegTech industry is a plus.
  • An understanding of Capital Markets, Regulatory Technology & Exchange Regulation/Rules.
  • A strong data-mindset & experience working with data analytics platforms such as Splunk, Pendo & Planhat.

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.