Unlocking the Power of NinjaTrader’s Customer Support
In a recent conversation with NinjaTrader President of Revenue and Client Services Walter Sledz, we got an exclusive look at how and why NinjaTrader continues to provide leading customer support and education in the challenging retail futures brokerage space.
Walter’s insights reveal the core principles behind NinjaTrader’s success: a relentless focus on customer success, a commitment to doing the right thing, and a culture of innovation. NinjaTrader continues to advance its technology and provide tools that equip traders for long-term trading success. As the company grows, it remains focused on its mission to build better futures for all traders by making futures trading more accessible, scalable, and user-friendly.
Topics discussed in this free livestream:
- Walter’s transfer of skills from sales to tech
- The importance of understanding the “why” behind why NinjaTrader customers trade
- How fostering culture from within helps breed excellent customer service
- The impact of NinjaTrader introducing micro futures contracts (offered by CME Group), revolutionizing retail futures trading and lowering the barrier of entry for retail traders
- Innovative features for mobile trading
Translating Skills to Tech
Walter Sledz’s professional journey is a prime example of adaptability and seizing growth opportunities. With over a decade of experience in advertising and sales, his passion for finance eventually led him to NinjaTrader, where he recognized the firm’s immense potential for growth and innovation.
Since joining NinjaTrader, Walter has held various roles, starting in sales and client onboarding, then moving into client services and business development, and now serving as president of revenue and client services. This diverse experience has given Walter a comprehensive understanding of the company’s evolution and has allowed him to play a pivotal role in shaping its customer-centric approach.
NinjaTrader’s Game-Changing Customer Support
Conceptual Understandings Lead to Streamlined Support
Walter explains how NinjaTrader differentiates trade desk from platform support, ensuring clients are quickly directed to the appropriate resource. This streamlined approach helps the firm manage both trade-related risks and time-sensitive customer queries effectively, ensuring a high standard of service and responsiveness.
Customers get the help they need, when they need it, because of NinjaTrader’s commitment to customer satisfaction—which includes:
- 24/6 technical support
- Robust knowledge base of articles and videos
- Intuitive self-service tools designed to meet the needs of traders
- Daily live expert market prep and analysis
- Accessible education
Whether a customer seeks assistance via live chat, phone, or email, they are met with fast, knowledgeable support tailored to their specific needs.
Customer Success Starts From the Inside: Cultivating a Positive Work Culture
Another hallmark of NinjaTrader is its positive, success-driven work environment. The company actively fosters a culture of collaboration, mutual respect, and open communication. Walter emphasized that NinjaTrader places a high value on customer success, with the organization’s core values guiding everything from leadership decisions to hiring practices.
One of the key aspects that sets NinjaTrader apart is its hybrid work model. Employees work remotely on Mondays and Fridays while gathering in the office from Tuesdays to Thursdays. This provides the best of both worlds for all team members, enabling flexibility while fostering in-person collaboration. The camaraderie and teamwork that emerge from the in-office days enhance productivity and communication among the teams.
Employee engagement initiatives such as virtual happy hours and trivia nights keep remote employees connected, further reinforcing the company’s inclusive culture. The collaborative spirit within NinjaTrader, coupled with the senior leadership’s accessibility, creates an environment where every team member feels valued and empowered.
A Look to the Future: Enhanced Mobile Trading
Looking ahead, NinjaTrader is set to release a redesigned mobile app that promises to take the futures trading experience to the next level. Extensive user testing has led to a streamlined interface that enhances ease of use while maintaining the platform's robust functionality. Walter couldn’t reveal all the details, but the excitement around this new development is tangible. Traders can soon look forward to more convenient and accessible ways to manage their trading on the go.
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