Customer Success Specialist

2 weeks ago

London, United Kingdom EQT Group Full time

About the job

We are excited to be hiring an internal Customer Success Specialist to join our Motherbrain team based in London. We are looking for an individual who combines their passion for product management with their dedication to delivering ourstanding support to internal users of our tools. This role is pivotal in ensuring our internal teams (mainly focused on investment professionals) can fully leverage Motherbrain technologies and offerings to optimize performance and efficiency. Your expertise in product management will be instrumental in shaping the user experience, addressing the unique needs of our internal stakeholders.

About the team

Motherbrain is an integral team within EQT which integrates data science, machine learning, and AI into our investment strategy, offering a unique platform for top technologists to tackle complex, real-world challenges. Our team, sourced from leading tech companies, leverages the latest technology and collaborates closely with EQT's internal business professionals. This collaboration ensures that our innovative solutions significantly impact diverse sectors such as healthcare, technology, and infrastructure. Here, you'll discover an environment that fosters learning and growth, where your contributions influence tangible business outcomes and play a key role in EQT’s global strategy.

Key Responsibilities

Internal Customer Engagement:

  • Develop strong relationships with EQT's internal teams, understanding their specific needs and ensuring they are successful in using our tools.
  • Provide responsive and empathetic support to internal queries, and effectively troubleshoot issues.

Product Knowledge and Advocacy:

  • Act as a Motherbrain expert within the company, advising on features and best utilization practices.
  • Gather and synthesize internal feedback to guide the evolution and improvement of our tools.

Training and Onboarding:

  • Facilitate training sessions and workshops for internal teams to maximize their understanding and use of our tools.
  • Create and maintain comprehensive promotional and training materials.

Collaboration with Product Teams:

  • Work closely with the product management and development teams to relay feedback and insights from internal users.
  • Participate in product strategy discussions, bringing in the voice and perspective of our internal customers.

Data Analysis and Reporting:

  • Monitor usage patterns and satisfaction levels within our internal teams.
  • Generate reports and insights that inform future product development and internal user support strategies

Candidate Profile

  • Bachelor’s degree in Business, IT, Engineering, or a related field is desired
  • 6 to 10 years total experience with a minimum of 3 years in customer success, product management, or a similar role
  • Strong understanding of product management and development processes.
  • Excellent communication and interpersonal skills, with a talent for building relationships.
  • Problem-solving mindset with strong analytical abilities.
  • Proficiency in business/corporate software usage.
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