Lead Customer Success Analyst

Key Responsibilities:

• Lead and oversee the end-to-end execution of client requests and reports, ensuring high-quality deliverables within agreed timelines. Collaborate with Customer Success Managers and other stakeholders to define scope, structure, and expected outcomes.
• Manage and optimize the ticket resolution process by working closely with internal teams to address client issues within defined SLAs. Proactively research and suggest alternative solutions when necessary.
• Drive data-driven decision-making by actively monitoring and maintaining client dashboards. Analyze user behavior, identify trends, and highlight key accounts requiring intervention. Partner with Customer Success Managers to ensure smooth client engagement and retention.
• Strategize and implement initiatives aimed at enhancing client engagement on the platform. Work closely with cross-functional teams to ensure the effective adoption of Synaptic s solutions.
• Ensure quality and consistency across all client-facing materials, including emails, reports, and presentations, by reviewing and aligning them with brand guidelines and organizational standards.
• Mentor and guide a team of analysts, fostering professional development and ensuring adherence to best practices in data analysis and client support.
• Collaborate with internal stakeholders such as engineering, product management, sales, and marketing to drive client success and align business objectives.

Requirements:

• Strong leadership skills with a proven track record of managing teams and delivering client success in a data-driven environment.
• Experience in managing multiple clients, projects, and timelines while ensuring adherence to process and quality standards.
• Expertise in data analysis and reporting, with hands-on experience in SQL, MS Excel, PowerPoint, and other data visualization tools.
• Strong communication and stakeholder management skills, with the ability to engage effectively with senior leadership and clients.
• Meticulous attention to detail and a commitment to delivering high-quality, error-free outputs.
• Ability to thrive in a fast-paced, cross-functional environment, collaborating with teams across engineering, product, and sales.
• Educational background in Engineering, Math, Economics, or a related field preferred.

The candidate should be a quick learner and should be up to date with current technology trends. We solve complex, completely new problems in the financial domain which requires someone who is not intimidated by challenges, thrives under pressure and hyper-focused on delivering exceptional results.

Experience: 4+ years of experience in data analytics, client success, or a similar role, with at least 2 years of team management experience.

About Synaptic

Synaptic is a series B-funded India and US-based SaaS start-up that is bringing the power of alternative data to the world of investing. We unify real-time insights on companies across 100s of metrics onto one platform. Data is changing traditional investment research and we are at the forefront of this change. Our customers are some of the biggest and the most prolific venture capital firms, private equity shops and hedge funds managing hundreds of billions of dollars cumulatively. We are backed by marquee global funds like Valor Equity Partners, Ribbit, Felicis and Vy Capital.