"Companies access the capital markets to raise money that will ultimately drive expansion, innovation, and employment growth, which is why we have built an integrated capital markets platform that will optimize the deal flow process for all market participants." Greg Ingram, CMG CEO and Co-Founder.
About us
Capital Markets Gateway (CMG) is a financial technology firm that is modernizing the equity capital markets (ECM). CMG connects investors and underwriters via a neutral platform that delivers integrated ECM data and analytics, transparency, and workflow efficiencies. Providing a digital system of record for firm-wide deal activity, CMG helps clients make more timely, better-informed decisions.
Launched in 2017 by a team of ECM practitioners, the CMG platform is currently relied upon by nearly 100 buy side firms representing $20 trillion in AUM and 15 investment banks. CMG's goal is to alleviate pain points resulting from disparate solutions, fragmented data, and frenzied communication. CMG's DataLab product solves for data analytics, while CMG's XC platform establishes connectivity between buy- and sell-side firms.
About the team
The CMG Customer Success Team is responsible for customer onboarding, enablement, and support. Sitting between product, engineering, and sales, the Customer Success team must be multifaceted to meet the needs of every relationship. The team strives to provide world-class customer support.
You are
A critical thinker who enjoys not just the implementation of solutions, but also understanding the problem, working with others to find the best outcome, and formulating the path forward. You enjoy collaborating, pairing, and sharing knowledge across domains. You have an itch to understand the technical details of application functionality, while also gravitating toward business application and customer interaction.
The Role
We're looking for a Customer Engineer who will develop an expert understanding of our CMG platform and will handle a vast range of client inquiries. The role will drive the value proposition of our services by providing guidance and solutions to enhance our user's experience. Our Customer Success group acts as the "voice of the customer" to advance the functionality of the CMG platform and is an excellent collaborator partnering with Sales, Product Management, and Engineering functions.
You'll join our talented team in Mexico City and will be immersed in CMG's extraordinary culture. We will give you time and guidance to get onboarded into the role.
Responsibilities
Develop in-depth knowledge of the CMG platform to support a wide range of client inquiries
Develop insights on client pain points and opportunities and work collaboratively across internal teams to influence CMG's product direction
Handle customer support inquiries via various communication channels (email, chat, phone) leveraging HubSpot's ticketing system
Monitor for, diagnose, and resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available
Provide support for our API products and address API-related customer queries
Create onboarding materials, including integration diagrams
Thoroughly document support issues and escalate where necessary
Deliver excellent customer service, driving high levels of customer satisfaction
Remain flexible and positive in the face of challenges
Assist with and participate in special projects and initiatives
Skills & Requirements
A background in software development or experience in a client-focused analyst or support role
2+ years in customer support or client-focused business analyst role
Exceptional communication skills in English (min. C1, both written and verbal) and the ability to interact with a wide range of audiences
Desire to learn CMG's architecture and best practices (e.g REST APIs, GraphQL, Object Versioning, Error Handling, Access Control, Identity Management)
Proficient in using customer support-related tooling such as HubSpot, Jira, MixPanel, Pendo, and Microsoft Office
Basic knowledge of REST APIs
Basic knowledge of Python or similar programming language
Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements
Curiosity and desire to learn quickly and develop domain knowledge
Keen analytical and problem-solving skills
Ability to multi-task balancing simultaneous customer issues
Comfortable working in a collaborative, fast-paced team environment
Nice-to-have:
Knowledge of PowerBI, DataDog, and GraphQL
Experience working with business analytics
Prior experience working in FinTech or within financial institutions
BA degree in Finance, Economics, Computer Science, or similar study
Time flexibility to occasionally cover non-peak hours
Entrepreneurial mindset
Positive, "get-stuff-done" attitude
Our values
We innovate with purpose
We focus on outcomes vs. output
We believe diverse and inclusive teams fuel innovation
We are humble yet candid
We do right by the customer
What we offer
15 days of vacation
Gym membership contribution
Pension contributions
Language courses
Tech courses and conference
Top-of-the-line MacBook
Potential trips to the USA
Company team-building events
Flexible working hours and the possibility to work from home
We celebrate diversity and are committed to creating an inclusive work environment. CMG is an equal-opportunity employer.
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