Customer Success Analyst - Graduate Position

About Sharegain

Sharegain began with one question:
If the largest institutions solely exercise the right to lend their stocks, bonds, and ETFs, what would it take to unlock this revenue opportunity for every investor?

Our team of experts in the US, UK and Israel built the solution: a platform that empowers online brokers, private banks, and wealth managers to offer securities lending to their clients. We call it SLaaS:
Securities Lending as a Service. It's a fully digital, customizable, end-to-end solution that automates front- and back-office operations. Institutions and investors are now free to earn more from what they own.

Every Share gainer has their own backstory, but we all share an ambition to do things differently – bigger, better, and greater. Together we're on a mission to democratize capital markets by building a more liquid world. The more we share, the more we all gain.

Customer Success owns the client relationship after the deal is signed. We take a new client from contract to live, make sure the service works the way they expected, and stay close enough to them that we know how they're doing before they tell us.

As a Customer Success Analyst you'll do both halves of that job. You'll help run onboarding projects, keeping plans, milestones and stakeholders on track through testing to go-live, and then support those same clients day to day once they're live: answering questions, chasing things down, watching how the service is performing and making sure issues get resolved properly rather than repeatedly.

You'll see a client's full journey rather than one slice of it, and you'll work across product, engineering, operations and sales to get things done. You won't need to know securities lending on day one, and you won't need to be a developer. You will need to be organised, curious, comfortable with detail and data, and willing to own things other people are relying on.

• Support the onboarding of new clients from contract signature through testing to go-live, keeping the project plan, milestones and actions up to date and visible.
• Coordinate the moving parts across Sharegain and the client (internal teams, client stakeholders, documentation, approvals) and chase what's outstanding.
• Run and coordinate user acceptance testing with clients, working through test cases and tracking issues to closure.
• Help prepare and deliver client training and walkthroughs, so their teams know how to use the platform from day one.
• Build and maintain the onboarding materials, including checklists, guides, FAQs and playbooks, so each implementation is faster and more consistent than the last.

• Act as a first point of contact for client queries: understand what's actually being asked, investigate, and see it through to a resolution the client is happy with.
• Trace issues to root cause with product and engineering, and make sure the fix and the follow-up communication both happen.
• Coordinate communications during escalations and incidents, keeping the client informed and internal stakeholders aligned.
• Log and track issues, spot patterns across accounts, and feed the recurring ones back as product or process improvements.

• Monitor how clients are using the service, including participation, activity and the revenue generated for them, and flag when something looks off.
• Produce regular client reporting and prepare the materials for business reviews and check-in calls.
• Check that scheduled reports and data feeds arrive complete and correct, and follow up when they don't.
• Maintain accurate client records, contacts and account notes so the wider team can rely on what's in the system.

• Act as the…