Location: New York, NY, United States

Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences.

As a Customer Success Associate in firmwide Data & AI Platform, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role. As a Client Service Associate, you will help users of all experience levels—from business analysts to data scientists and engineers—discover, access, and responsibly use the platform’s data, AI, and governance capabilities. You will be the primary point of contact for inquiries and issues, providing clear guidance, resolving problems efficiently, and driving adoption of self service tools. You are client obsessed, operationally rigorous, and comfortable translating complex, technical topics into simple, actionable steps. You combine excellent communication with strong data and tech literacy to help colleagues be successful on the platform.

 

Job responsibilities

• Helps execute product adoption, expansion, and retention activities to support a healthy customer base
• Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
• Investigates and resolves customer issues in a timely and efficient manner
• Tracks and analyzes key metrics to measure customer success 
• Serve as the first line of support for the firmwide Data & AI Platform, triaging and resolving user inquiries. 
• Build a comprehensive understanding of capabilities offered by the Platform in order to manage client queries quickly and efficiently. 
• Provide tailored guidance for users at varying skill levels; translate requirements into clear next steps and recommended paths.
• Troubleshoot common setup and integration issues in collaboration with Product, Engineering, and SRE.
• Identify, document, and resolve incidents; coordinate cross‑team escalations; provide timely user updates and contribute to post‑incident reviews and preventive actions.
• Create and maintain knowledge base articles, quick‑start guides, FAQs, and how‑to content to reduce friction and increase self‑service.
• Track and report service KPIs/OKRs (e.g., response/resolution times, deflection rate, CSAT, time‑to‑value).

 

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise in customer success or a relevant domain area and Bachelor’s degree in computer science, Information Systems, Engineering.

• Comfortable using technology with a willingness to learn new technological skills, programs, and tools

• Demonstrated analytical skills and critical thinking ability
• 2–3 years of experience in a client support, technical support, help desk, or platform operations role, ideally within a large enterprise or technology environment.
• Strong problem-solving and troubleshooting skills, with the ability to quickly diagnose and resolve user issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to users of varying skill levels.
• Demonstrated ability to manage multiple inquiries simultaneously, prioritize effectively, and deliver timely, high-quality support.
• Experience collaborating with cross-functional teams (e.g., Product, Engineering, SRE) to resolve issues and improve user experience.
• Familiarity with data platforms, analytics tools, or cloud-based solutions is a plus.
• Proficiency in documenting solutions, creating user guides, and maintaining knowledge base content.
• Strong organizational skills and attention to detail, with experience tracking and reporting on service metrics (e.g., KPIs, OKRs).

 

Support customers in achieving outcomes, collaborate with cross-functional teams, and enhance skills for seamless customer experiences