Customer Success Specialist

About Sigma360

Sigma360 is an MIT-incubated, venture-backed and founder led global data and analytics firm that helps clients manage AML/sanctions and reputational risk through the development and deployment of mission critical global screening, monitoring and investigative software.

Sigma360’s unique products leverage cutting-edge computer science and deep domain expertise to convert the world’s external data, alongside client data, into actionable insights that power decision-making at global financial institutions, corporates and governments.

Sigma360’s culture is one that is highly collaborative and that prizes innovation and problem-solving.

Position Description

• Customer Support: Managing and solving issues raised by customers in close collaboration with the Director of Customer Success, Sigma360’s Product function and Sigma360’s Engineering team.
• Implementation & Training: Assist the Director of Customer Success in getting new customers set up on the Sigma360 platform and training users to ensure successful implementations.
• Customer Success Strategy: Collaborate with the rest of the team to develop the Customer Success function and deliver the best customer experience as Sigma360 grows.

Your Role

• Provide support to existing customers, and conduct proactive ongoing outreach to customers to ensure the highest levels of satisfaction.
• Triage, handle and prioritize incoming business requests through collaboration with internal teams and external stakeholders.
• Work with the Client and Partner Solutions organization to deliver end-to-end implementation and training programs for new customers embracing Sigma360 technology.
• Support the Client and Partner Solutions team by collecting feedback and testimonials from clients, assisting in the analysis of client data and helping to identify industry trends and collaborating across Sales, Product, and Engineering.

What We Seek

The Customer Success Specialist role will require an in-depth knowledge of Sigma360’s products, as well as a comprehensive understanding of our clients usage of the products and the value they derive. Relationship management skills will shine while technical prowess and a data driven, value additive approach to all interactions will dictate success. Your work may require in person meetings, briefings over the phone and presentation of Sigma360’s products via web-based applications.

The ideal candidate is a proactive individual who has a track record of providing excellent customer support and ongoing training and adoption of new capabilities. The candidate will become passionate about Sigma360’s products and the clients they serve to ensure the highest levels of satisfaction. The candidate is not afraid to try new things and brings a “can-do” approach to ensuring the success of Sigma’s clients.

Candidate Qualifications

• One (1) to five (5) years of customer success, product training, or client implementation experience, ideally within the financial services industry
• Experience in managing day to day support operations
• Knowledge of MS office and CRM software, preferably Hubspot
• Talented and professional communicator, both verbally and written
• Self-motivated, dedicated, and driven to succeed
• Love to meet and exceed goals on a daily, weekly and monthly basis
• Team player with entrepreneurial spirit
• Positive, aggressive, goal-oriented attitude

What We Offer

• Unlimited opportunity to grow in a fast-growing company
• Highly competitive compensation, company stock and commission
• Collaborative team that deeply values innovation and problem-solving
• Generous leave and work-from-home policies
• Health insurance, dental
• Opportunity for international travel

Sigma360 is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.