Customer Success

Customer Success Analyst

New York, New York   |   Full Time

Customer Success Analyst

About Essentia

Essentia Analytics is a FinTech company that is transforming the way that professional investors make investment decisions. Our behavioral analytics service, provided to the world’s top fund managers, is powered by machine learning technology and is proven to help our clients to make measurably better decisions, resulting in higher investment returns.

Here’s a 1.5-minute video by our CEO, explaining what we do.

The company and our team have won numerous awards and have been featured widely in the press. We have just recently won the best buy-side tech award and also placed in the Top 15 on UK's Best Workplaces in Tech 2021 Small.

Essentia has a very strong culture, based on authenticity and mutual respect. We have embraced flexible working since day one, and therefore place a high value on clear and timely communication. We are proud that our team includes people from a wide variety of ethnicities, age groups, genders, backgrounds, and interests. On the back of our success, we’re growing our team. We'd love you to join us!

You can learn more about Essentia at www.essentia-analytics.com and by following us on Twitter (@essentia_ai) and LinkedIn.

The Role

Our mission, at Essentia, is to help human investors make measurably better investment decisions - so customers are at the very center of everything we do. In 2020, we created our Customer Success function, which is all about going above and beyond to ensure that our clients are engaging with our product and services, and deriving true value.

 

Our Customer Success Associate will report to the Customer Success Lead and will be in a position to add significant value from day one, as we continuously improve how we track, measure, and nurture the engagement levels of each of our clients.

 

You’ll be responsible for identifying and implementing process improvements across our business, researching best practices in Customer Success, and bringing together information about clients in a way that helps us stay one step ahead of their needs. 

 

You’ll have direct exposure to every Essentia team, as well as to our customers: Chief Investment Officers, Heads of Equity, and Portfolio Managers.

 

It’s a full, challenging, and rewarding role that would suit someone with a keen interest in investment, previous experience in analytics (from university or work experience), excellent people skills, and a fine eye for detail. 

 

And from here, the sky’s the limit: the Customer Success Associate role is a launchpad for progression within Essentia - a thorough understanding of our customers is a highly valuable commodity, especially on our Sales, Client Service, and  Product teams. 

 

Requirements

Our Customer Success Associate will be someone who is naturally:

  • Friendly

  • Calm

  • Communicative

  • Proactive

  • Detail-oriented


They will ideally have: 

  • A minimum of a bachelor's degree in a relevant discipline 

  • An interest in the field of behavioral finance

  • Previous experience in a client service role, and a passion for consistently delighting clients 

  • A proven understanding of the equity investment management industry, through university or work experience 

  • Excellent oral and written English communication skills

  • Strong Excel/Google Sheets skills

  • Experience with the following software applications: Salesforce, a marketing automation system (ideally Pardot), Google Drive/Sheets/Docs/Slides.

Benefits

  • Competitive salary, to be discussed at the first contact.

  • Open, transparent, and inclusive culture with direct access to our CEO, MD, COO, and CTO.

  • 28 days holiday (plus public holidays).

  • Remote and flexible working options.

  • Share options.

  • Healthcare and dental care.

  • Summer and Winter parties!

  • Free snacks and refreshments.

  • Paid for relevant training and conference attendance.

  • CQ hotels discount.

 

We believe in equal employment opportunities for all employees and to providing our employees with a work environment free of discrimination and harassment. We encourage applicants of all ages and backgrounds.

 

If you'd like to work with us, apply now!

 

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