Close

Register now for CordaCon 2022, taking place in-person in London this September 27-28!

Customer Insight Analytics Manager

  • Mumbai
  • Customer Success
  • Full-time
Apply Now

The Customer Operations Team at R3 is a new, data-focused team, which provides insights to R3 about our priority customers, as well as providing some operational services to our customers.
 
Part of the Customer Success function in the company, you will lead the Customer Ops team. You will work closely with Revenue Operations, Account Executives, Customer Success Managers while also providing analyses to R3’s Leadership.
 
You will help measure our customers’ satisfaction, success, and health via surveys, metrics, interviews, or other methods you see fit. You will help track our customers’ use of Corda. You will help our company understand common customer blockers and accelerators. You will create, build, maintain, share dashboards and reports with data stemming from various sources. You will work across several tools and platforms to maintain a unified view of the customer. You will be someone who loves tracking, measuring, analysing and reporting – while also making processes quicker and smoother. You will also have management experience, and comfortable in a coaching role.
 
This is a good opportunity to understand a new and fast-growing area of enterprise software and services, and support clients on their interesting journeys. Ideally, you’d be curious about and interested in all kinds of technology, including cloud and blockchain.
 

Responsibilities may include:

  • Being responsible for R3’s platform for onboarding customers, while also planning for its future growth from a product perspective.
  • Ensure our team’s way of working is informed by data and using this to continuously improve, for example, identifying better ways for us to measure how long it takes customers to onboard and helping drive this down.
  • Be responsible for our company’s Net Promoter Score system, meaning designing, maintaining, sending, collecting, analysing, and reporting. Be a point of escalation for blockers and own the outcome.
  • Help devise and improve customer satisfaction / health metrics and ensure we can measure them effectively.
  • Help run reporting to R3’s Leadership on key customer metrics.
  • Strive to continuously improve and streamline processes.

You might be a fit if (not all are required / expected from day one):

  • You have 6 – 8+ years’ experience in customer / data analytics, in a customer-focused role, for example: Revenue Operations, Business Operations, Product Management – ideally with a growing company and a technical product.
  • You are a strong communicator and build relationships easily. You’re able to explain complex issues in clear language with strong emphasis on maintaining collaborative and productive relationships.
  • You can translate and communicate business requirements and service requirements / specifications to varying levels of audience.
  • You are comfortable presenting in front of senior stakeholders.
  • You thrive in a collaborative environment involving different stakeholders and experts, and can turn incomplete, conflicting, or ambiguous inputs into solid action plans.
  • You have 2+ years experience in Salesforce and Jira, including the creation of reports and dashboards.
  • You have expertise with tools like Tableau, PowerBI, Airtable, Confluence, Microsoft Office 365.
  • You have a customer-focused mindset and have prior experience in a customer-facing role.

Nice to have (or excited to learn):

  • Understanding of DLT / Blockchain technologies such as: including Corda, Hyperledger Fabric, Ethereum, Bitcoin etc is beneficial.
  • Have a broad understanding of computer science and engineering, most likely obtained through a combination of academic study and related professional experience.
  • An understanding of Financial Services (including but not limited to Capital Markets, Digital Assets, and Central Bank Digital Currency).

 

At R3, we encourage a diverse and inclusive workforce. If you don’t meet all of the above criteria, but you think you’d be a great addition to R3, send us your CV. We’re always interested in meeting collaborative people who are excited to work with us.

Apply Now

Stay up to date!

Sign up for our flagship newsletter, The R3 Ledger, to receive the latest R3 news, updates and content. View all our newsletters here.

  • This field is for validation purposes and should be left unchanged.

Start your journey today!

  • Hidden
  • Hidden
  • Hidden
  • Hidden
  • Hidden
  • Hidden
  • This field is for validation purposes and should be left unchanged.