Job Title: Customer Success Manager
Location: Remote
Job Type: Full-Time
Shift timings: 9 PM IST to 6 AM IST
About Us:
We are seeking Customer Success Managers to join our team and collaborate closely with our clients, analysts, sales, product, and engineering teams. In this role, you'll be instrumental in ensuring client success and driving company growth. You’ll proactively engage with clients, helping them navigate our platform, optimize their workflows, and achieve their business objectives. By translating financial insights into actionable strategies, you’ll foster strong relationships, drive product adoption, and maximize client value.
Key Responsibilities:
- Customer Support: Provide prompt and effective support to customers through email and support chat.
- Product Knowledge: Maintain a deep understanding of company products and services to assist customers effectively and provide appropriate solutions.
- Collaboration: Work closely with other departments (Sales, Product, and Engineering) to address customer concerns and provide seamless support.
- Issue Resolution: Troubleshoot and resolve customer issues, concerns, or technical problems with empathy and professionalism.
- Escalation Management: Identify complex issues and escalate them to the appropriate department or higher-level support while ensuring the customer is kept informed.
- Customer Feedback: Gather customer feedback and provide insights to the team to help improve products, services, and overall customer experience.
Qualifications:
- Education: Bachelor’s or Master’s degree in Finance, Applied Statistics & Analytics, Economics, or a related field from a reputable institution. A minimum GPA of 8.0/10 (or equivalent) is required.
- Experience: 3-8 years of experience in customer support, client services, or a similar role within financial services, financial technology, or institutional investing. Experience working with hedge funds, asset managers, or institutional clients is highly preferred.
- Technical & Analytical Skills: Strong problem-solving and troubleshooting abilities to diagnose and resolve complex client issues efficiently.
- Industry Knowledge: Familiarity with financial markets, investment analytics, and risk management tools is a strong advantage.
- Communication: Ability to engage with senior-level clients in a professional and solution-oriented manner.
Why Join Us?
- A dynamic, fast-paced startup environment.
- Competitive compensation & growth opportunities.
- Opportunity to collaborate with a talented engineering team.
Skills Required
- Bachelor's or Master's degree in Finance, Applied Statistics & Analytics, or Economics
- 3-8 years of experience in customer support, client services, or a similar role
- Familiarity with financial markets, investment analytics, and risk management tools
What We Do
Arcana enables institutional investors to understand their portfolio risks, decompose single stock & book performance, drill into crowding, and isolate their idiosyncratic differentiation. Built on our proprietary crowding, ownership, factor risk, and performance datasets. The company's investors include D1 Capital, Duquesne (Stan Druckenmiller), Tiger Global, Abstract Ventures, GoldenTree Asset Management, Ryan Roslansky (CEO LinkedIn), and Akshay Kothari (COO Notion), among others.
