Calypso Technology jobs - Customer Success Operations Analyst

Customer Success Operations Analyst

Mumbai 

About Us

Calypso Technology, Inc . is a cloud-enabled provider of cross-asset front-to-back solutions for financial markets with over 35,000 users in 60+ countries. our award-winning software improves reliability, adaptability, and scalability across several verticals, including capital markets, investment management, central banking, clearing, treasury, liquidity, and collateral. Calypso is pioneering innovative technologies (native cloud technology, AI, Big data) that reimagine capital markets.

We live by our core values: Transparency, Accountability, & People.

Division Overview

Customer Success contributes to our efforts to enhance and transform the Calypso customer experience via a client-centric approach (building and maintaining relationships, proactively identifying potential crises that may be detrimental to the user experience, meeting and exceeding client expectations). Thus, helping to differentiate Calypso and contributing to the growth of our business. Customer Success is composed of several organizations (Customer Delivery, Cloud Services, Calypso Learning Services, Customer Support and Customer Success Management) that manage the customer’s journey at Calypso, all of which are aligned to this common goal: providing the best customer experience via world-class service for our growing customer base.

Team Overview

CSM department is committed in providing best-in-class services to our existing customers, improving our overall customer satisfaction, and differentiating our products and services with potential new customers. Increasing our investment in this area is core to our long-term strategy especially given current and developing trends in the market.

Role Overview

Calypso Technology is seeking a talented Customer Success Management (CSM) Operations Analyst, with at least 3 years’ experience to join Calypso’s CSM team. This role will be an important strategic position within this growing team, focused on providing the best processes, tools and training to empower the customer-facing team and improve their efficiency. The role will report to the Global Head of Customer Success and will partner with other businesses within Calypso to help drive change management across the organization.

Responsibilities

• Building and standardizing scalable processes and best practices, both for the CSM team and in association with various parts of the organization (Customer Support, Sales, Marketing)
• Assisting with documenting these processes and best practices, delivering training around and driving adherence to them
• Defining and producing KPIs, executive reporting and dashboard creation.
• Administration of third-party portals (creating user profiles, troubleshooting, liaising with service providers, etc.)
• Maintaining and enriching Customer Success tools and platforms with the most up-to-date data
• Identifying new tools to increase efficiency and automation
• Building a dedicated feedback loop to ensure knowledge flow across the organization
• Coordinating CSM event planning (webinars, customer events) and communication efforts
• Tracking and helping drive completion of key CSM deliverables and initiatives
  
  

Requirements

• Undergraduate degree or relevant experience
• Must be highly detail-oriented and accurate in data analysis, reporting and verifying/maintaining data.
• Good in reading contracts and validating documents.
• Good in coordinating customer events, helping to build processes and tools, ability to communicate with the team and drive adoption of processes, etc.
• Excellent interpersonal skills, with the ability to work across business groups
• Strong written communication skills
• Excellent organization skills and proven project management experience
• Responsible individual able to work autonomously and proactively