Client Success Analyst

Liberating MoneyClient Success Analyst Location: Remote, North America Job Type: Full-Time Department: Client Success Reports To: Head of Client SuccessAbout the RoleN3XT is a dynamic and rapidly growing fintech revolutionizing the payment space. We foster a collaborative, agile and results-oriented environment where talented individuals can make a significant impact. We are seeking a highly motivated analyst to join the Client Success team. At N3XT we are technology and AI first, and are looking to incorporate automation and quality service into our client service and support processes. This is a critical role in a growing company where contributions are felt across the organization. You will be working directly with N3XT end users, and their technology teams to onboard, implement systems and provide support services. The ideal candidate is proactive, process oriented and has an automation first mentality. You will work closely with executive leadership, business development, engineering and infrastructure, and other internal teams to streamline all relevant workflows, resolve issues, and contribute to a positive and productive client experience.Key ResponsibilitiesFront line support for the N3XT client base - Multi-channel support (email, chat, via Intercom)Contribute to the full lifecycle of client support inquiries - These can be product questions, system issues, onboarding inquiries, payment issues, etc.Work directly with other N3XT teams - Compliance, Bank Operations, Business Development, Engineering and Infrastructure as a means to fully supporting the client baseAssist in the client onboarding process - Work with internal teams to further define and streamline onboarding processes across new and existing client segmentsSupport client and vendor integration efforts using API technologies, working directly with software engineers and technical teams. This includes maintaining the client integration process - Testing tools and strategies, certification workflows and processes through go live and BAUIdentify application issues that lead to user problems through periodic testing of new and existing versions of the N3XT application and APIs - Work directly with Engineering teams to assist in debuggingAssist in the creation and maintenance of public documentation - FAQs, User Guides, API DocumentationSupport efforts in overall process improvement and automationQualifications and RequirementsBachelor’s degree or 1-3 years of experience working in a customer support, integration or onboarding rolePrevious experience working in banking, financial services or fintech is a plusPrevious experience working with Intercom is a plusPrevious experience working with KYC/Onboarding systems and processes is a plusExperience working with, or knowledge of, APIs is a plusExperience working with AI tools to solve technical problems is a plusBasic scripting and/or query experience is a plusStrong desire to continuously improve on, and automate, manual and repetitive tasksEntrepreneurial in nature - A desire to take pride in high value work while largely working independently is strongly preferredPrevious startup experience is a plusWhy Join Us?Be part of a fast-growing, mission-driven company in the fintech spaceOpportunity to add significant value to the N3XT effortsWork with a diverse, global team in a hybrid-friendly environmentCompetitive salary, benefits, and professional development supportOriginally posted on Himalayas