Customer Success Manager, Governance Solutions

2 months ago

Denver, Colorado, United States Nasdaq Full time
About Us

Nasdaq Corporate Solutions offers a dynamic work environment where you can bring your whole self to work every single day, surrounded by hardworking colleagues who encourage and energize you to succeed. Our workplace values both your integrity and your efforts, where you are rewarded for the results you produce. If you are highly motivated and committed to producing phenomenal results, we want to speak with you.

We help our clients lead and master the two-way flow of information with their audiences through our unmatched suite of sophisticated technology, analytics, and consultative services. Organizations around the globe rely upon our solutions to improve the value of their work. Whether reaching shareholders, customers, or employees, with Nasdaq Corporate Solutions, our clients are ready to inform, encourage, and influence the audiences critical to their success.

Position Overview

The Nasdaq Governance Solutions Customer Success Manager (NGS CSM) is responsible for adoption and ongoing education/service engagement of NGS services for all assigned clients within their portfolio. Whether reacting to a request or through proactive outreach, the NGS CSM forms relationships with their clients that allow them to understand each client's individual needs and workflow, ensure NGS services are fully used, identify any areas of risk as well as opportunities for growth. This person works closely with the Account Director and Support teams to provide a comprehensive view of the client relationship and ensure that all client expectations are met.

Responsibilities
  • Understand customer needs and objectives; ensure the customer is using and benefiting from the full extent of our NGS solutions.
  • Engage with the customer at all levels within their organization to ensure adoption of services.
  • Engage with primary client POC regarding product usage and standard methodologies.
  • Partner with the AD to address all 'at risk' situations for portfolio of customers. Act as the primary point of escalation in case of any issues with the service and engage all internal team members in the retention plan.
  • Identify upsell and cross-sell opportunities and communicate to AD.
  • Partner with internal teams (Support, L2) to ensure all client-facing issues are resolved and changes are made to prevent reoccurrence.
  • Maintain Service oversight and establish relationships with key contacts in assigned customer accounts.
  • Collaborate with Sales and AD to onboard new clients and ensure a positive onboarding experience.
  • Maintain regular interaction with AD to review account activities/opportunity, strategize, and plan for upcoming customer interactions/meetings.
Requirements
  • Excellent client engagement skills, including the ability to build and lead client relationships.
  • General understanding of the Governance space and the full Corporate Services product offering.
  • Strong internal relationship building skills.
  • Positive demeanor and deep customer service orientation.
  • Strong communications & presentation skills.
  • Comfortable working all levels of an organization.
  • Strong analytical, organizational & prioritization skills.
  • Able to keep composure and make decisions in stressful situations.
  • Ability to work independently in a fast-paced environment.
Experience
  • Experience Required: 2+ years.
What We Offer

This position offers the opportunity for a hybrid work environment (2 days a week in office), providing flexibility and accessibility for qualified candidates.

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.

We're proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families, and incentivizes employees for their contribution to Nasdaq's overall success.

The base pay range for this role is $55,000 - $106,100. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs, and market demands.

Nasdaq's programs and rewards are intended to allow our employees to:

  • Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off.
  • Prioritize Health: Comprehensive medical, dental, and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts.
  • Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave.
  • Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days.
  • Grow Career: Education Assistance Program, Robust job skills training, and Professional development opportunities.

For more information, visit Nasdaq Benefits & Rewards Career page.

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