Customer Success Associate

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

Job Description

About Axial

Axial is the deal network for the middle market. Privately held companies, their M&A advisors, and professional investors and acquirers of private companies use Axial to identify, connect, and close M&A and growth financing deals. 7,000 deals were marketed and managed via the Axial platform in 2016 with over $3B in closed deal volume.  Axial is backed by First Round, Redpoint Ventures, Comcast Ventures, and Edison Partners.

The Role

Customer Success is the tip of the spear at Axial, working directly with our customers and members to ensure they have high quality and productive experiences every time they interact with Axial's products and people. As a member on the team, you will be responsible for supporting and educating our customers on platform usage, inbound requests, and improving their Axial experience. Initially, you will be working directly with our investment bankers and M&A advisors customer segment. This role gives you direct interaction with these customers, is critical to driving our customer satisfaction metrics, and is directly tied to the success of the company.

Customer Success Associates are highly effective communicators, organized and productive, continuous learners, and great team players. Success in the role is measured by your contributions to successful member engagement metrics and your contributions to your peers and the broader organization.

Responsibilities include:

  • Direct engagement and complete resolution of customer inquiries and requests, such as:
    • Product support and education
    • Account administration
    • Research and qualification of new members
  • Cadenced and structured communication of customer feedback to our Product & Engineering teams
  • Creating and releasing scaled and self-service approaches to customer activation and customer support, including intelligent trigger-based email campaigns, in-app educational content

Minimum Qualifications:

  • 1-3 years of client service, account management, or product support experience
  • Exceptional verbal and writing skills
  • Interest in finance, private equity, investment banking, or financial technology
  • Must be able to consistently work hard and smart
  • Must be eager to take initiative, innovate, and embrace change
  • Bachelor's Degree

Personal Characteristics:

  • Solution-oriented in nature
  • Ability to stay organized and prioritize different tasks and initiatives as needed
  • Driven to want to be a part of building a special company, and a work ethic that backs that up