Implementation Customer Success Analyst
Molecule, United States

Molecule, the leading innovator in the commodities trading (CTRM/ETRM) software industry, is looking to grow our Customer Success (CS) team. This team serves our customers by a) doing implementations of our software and b) answering advanced support requests. The ideal candidate for this mid-to-senior level position will be mathematically-minded, highly detail-oriented and organized, with excellent analytical, problem-solving, and communication abilities.

Responsibilities:

• Understanding our customers’ needs (why they trade the way they do; where their questions come from) and answering their questions quickly and efficiently.
• Analyzing data from customers, Molecule, banks, and other ecosystem partners using Excel, SQL, Python, and/or MATLAB
• Taking Level 1 and 2 support calls, assisting customers with basic and mid-level troubleshooting, and logging tickets for difficult problems or recommended enhancements
• Communicating and operating implementation plans and status with our customers
• Building custom scripts in Python and SQL to handle edge cases and integrations
• Designing and executing test scripts and test scenarios
• Working with our Product team to advocate for our customers
• Identifying internal processes that need work, and changing them

Requirements

• Bachelor’s degree in Business Administration, Computer Science, or any related field from an accredited institution
• 3+ years of experience in commodities trading (in operations, front-office analysis or systems implementation)
• Ability to prioritize and triage, given many urgent and important tasks
• Ability to multi-task within a team environment
• Strong initiative and ability to work with little direction
• Strong Excel experience, including Pivot Tables and VLOOKUPs
• Strong experience with SQL and databases
• Strong written and verbal communication skills
• Mathematical aptitude and ability to analyze complex business processes
• A love for technology
• Comfort with an unstructured environment
• Ability to make effective decisions under pressure
• Ability to gather and interpret relevant data and information

Nice to Haves:

• Effective project management skills
• Programming experience in any open-source language
• Prior experience in consulting

Characteristics of Success at Molecule:

• You desire to be world-class at what you do
• You love creating order from chaos
• You're self-motivated, willing to work hard, and own problems from start to finish
• You love technology
• You're fun to be around

Benefits

• Molecule has an awesome benefits packageone that fits right in with the small company that we are. Benefits include:
• Full medical, dental, and vision insurance (100% company-paid)
• Life and ADamp;D (100% company-paid)
• No limit on paid vacation days (within reason; with approval)
• Sick time, as-you-need-it

Job Rewards and Benefits