Customer Success Manager

• Be the point of contact and advocate for retail and institutional clients and investors.
• Guide new users through the onboarding process to ensure seamless account creation and verification.
• Educate Exchange clients and investors on Figure Markets and its products with knowledge and enthusiasm.
• Act as a bridge between customers and internal teams to address any concerns and to ensure customer satisfaction.
• Promote brand recognition and loyalty by ensuring unrivaled support to our clients and investors via phone, chat interactions, and email.
• Leveraging data-driven insights, provide strategic recommendations to our Product Development team, influencing feature enhancements and ultimately contributing to the creation of an outstanding customer experience.
• Provide technical support and troubleshooting on a variety of potential issues. Triage and route the identification of technical bugs. Provide recommendations and track until resolved.
• Gather data-driven insights and analysis to operationalize and scale key processes.
• Recommend modifications and additions to the Team's guiding documents including relevant policies & procedures.
• Create cohesive and visually appealing and professional guides, flow charts, FAQs, and other content to support frictionless customer experiences.

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