Customer Success Specialist

  • Axial
  • New York, NY, United States
  • Dec 18, 2017
Full time Customer Service

Job Description

About Axial

Axial connects private companies and their M&A advisors to capital partners through a private online business development platform. 11,000+ firms use Axial’s real-time network to find and be found by actionable M&A and growth financing deals. In 2016, Axial’s CEO and investment banking members utilized the platform to facilitate the close of 647 lower middle market debt, equity and M&A transactions.

Customer Engagement Specialist

A Customer Engagement Specialist at Axial is the entry point into our client facing organization.  As a junior resource on the team, you will be responsible for driving user connections, educating our customers to leverage the platform successfully and continuously improving the health of the network. This role is equal parts reactive scaled support and proactive customer communication. Customer Engagement Specialists are highly effective communicators, critical thinkers, over achievers and are able to correspond with all levels of a business to expertly complete any task. The Customer Engagement team serves over 500 paying private equity firms, family offices, strategics, and lenders.

You will be measured on your ability to manage your account package with both short and long term engagement metrics. For short term impact, you’ll work to improve key goals around customer usage and key activities. You will be measured by your ability to achieve or exceed assigned KPI’s and targets, including long term goals such as quarterly renewal rates. 

Responsibilities

  • Monitor engagement of self-service customers, using proactive and targeted outreach when needed
  • Track user behavior and data to recommend product updates or changes
  • Drive user activity on the platform through scaled automation efforts including email campaigns, educational content, and training webinars
  • Communicate customer feedback to Product & Engineering teams and help drive the company’s strategy by being the voice of the customer

Minimum Qualifications

  • 1+ years of client service, account management or community management, preferably in the middle market or finance industry
  • Proven track record of over-achieving, 3.5 GPA+
  • Interest or experience in optimizing product education and services based on client needs
  • Experience growing a book of business and working against a renewal target
  • Extremely analytical, with the ability to deduce data into meaningful content
  • Ability to multi-task across multiple projects, customer communication and internal tasks

Personal Characteristics & Attributes

  • Solution oriented in nature
  • Ability to work well with a team and doing whatever it takes to help the team succeed
  • Creative and intellectually curious attitude
  • You rapidly implement new ideas and can pivot quickly