Customer Operations Analyst

The Customer Operations Team at R3 is a new, data-focused team, which provides insights to R3 about our priority customers, as well as provides some operational services to our customers. Part of the Customer Success function in the company, you will work closely with Revenue Operations, Finance, Account Executives, Customer Success Managers and R3’s Leadership. You will liaise directly with our customers and help measure their satisfaction, success, and health via surveys, metrics, interviews, or other methods as appropriate. You will help track our customers’ use of Corda and interact with them on this. You will be comfortable reading legal contracts (while not needing much initial experience in this). You will have good customer-facing skills and are comfortable building relationships. You understand the value of data (while not necessarily needing experience in data analysis). You will be keen to learn, curious, and comfortable in a fast-paced environment that is also collaborative. 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: Help onboard customers via R3’s platform, while also suggesting features for its future growth from a product perspective Help send our company’s Net Promoter Score system’s surveys, and identify areas for improvement Help devise new customer satisfaction/health metrics and ensure we can measure them effectively Build relationships with a variety of global customers, and help them report data (usage or revenue) to us 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 2 - 3+ years of experience in a customer-facing role, for example Customer Service, Customer Support, ideally with a growing company and a technical product. You are a strong communicator and build relationships easily. You have a clear, collaborative style – both written and verbal. You are persistent and find satisfaction in completing tasks well. You have expertise with tools like Salesforce, Jira, Airtable, Confluence, Microsoft Office 365 Nice to have (or excited to learn): Understanding DLT / Blockchain technologies such as 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)