Senior Customer Success Associate — Global Banking Experience & Intelligence

Overview

As an Application Support Analyst in Banking & Sales Enablement – Customer Success, you ensure mission‑critical platforms used by front‑office bankers run reliably and help teams extract value from tools daily. You combine hands‑on troubleshooting with cross‑functional collaboration to resolve incidents, reduce repeat issues, and improve user experience. You translate findings into scalable improvements like better self‑service content and onboarding, driving higher adoption of capabilities. This role offers impact across global time zones in a high‑visibility environment with a focus on customer success and enablement.

Responsibilities

• Keep flagship platforms running with stability and performance for Front Office users across global time zones
• Provide white‑glove, first‑point support for senior bankers and coverage teams
• Troubleshoot complex issues end‑to‑end, triage priorities, and drive resolutions within SLAs
• Investigate production incidents using SQL, logs, and observability tools to identify root causes
• Create reproducible tests, validate dependencies, and escalate using runbooks
• Partner with engineering, SRE, and product teams to drive fixes through releases
• Monitor production for anomalies, escalate promptly, and coordinate incident communications
• Translate technical changes into banker‑friendly outcomes to improve usability
• Build and refresh enablement content (FAQs, onboarding materials, self‑service support)
• Promote new capabilities to increase adoption and realized value
• Produce ad‑hoc reporting on system health, support volume drivers, and user sentiment

Key requirements

• Bachelor’s degree or equivalent practical experience
• Min 3 years in application support, technology operations, or customer success in financial services
• Experience using incident and request management platforms (e.g., ServiceNow)
• Troubleshooting production issues with SQL, logs, and observability tooling
• Strong customer‑centric approach in a high‑visibility Front Office environment
• Excellent written and verbal communication to translate tech into business outcomes
• Proven ability to prioritize in a fast‑paced setting
• Willingness to support deployments outside standard hours and across time zones

• customer‑centric mindset
• clear and effective communication
• prioritization under pressure
• SQL
• observability tooling
• incident management platforms (ServiceNow)

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