Customer Success Specialist
Refinitiv
Hong Kong-Hong Kong
3天前

Role Overview

  • Client Satisfaction : Clearly define business outcomes and orchestrate a Customer Success Plan inclusive of customer objectives and metrics to ensure client satisfaction and product utilization
  • Training Coordination : Demonstrate and educate new customers on how to use our risk & compliance platforms in a manner that is tailored to their specific use-cases in order to derive maximum value in Refinitiv services
  • Relationship Management : Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption
  • Retention and growth : Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary
  • Administration : Work with internal operational team for contract related issues, provide timely and accurate retention forecasts and activity reports
  • Your Success

    A CSMs success will be measured by :

  • Customer onboarding activities, including various types of trainings / presentations
  • Breadth & depth of customer relationships
  • Retention and risk mitigation management
  • Drive account growth with sales
  • Contributions to role and process improvement
  • Qualifications / Skills

  • 2-5 years of customer service / client relationship experience, pre-sales, or consulting role in bank or content organization
  • Preferably with knowledge of & experience in Risk & Compliance workflow
  • Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner
  • Ability to map a customer’s business process to product capability
  • Strong ability to collaborate with internal operational, account management and sales teams
  • Ability to establish trusted advisor relationships with business decision makers
  • Strong project management, technical and problem-solving skills
  • Bachelors degree required
  • Fluent in written and spoken English, Mandarin and Cantonese
  • As a global business, Refinitiv relies on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.

    Refinitiv is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.

    Hong Kong-Hong Kong

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