Customer Success Specialist
Central, HKG

Customer Success Managers (CSMs) connect our clients to Refinitiv’s solutions.

As a Customer Success Specialist, you will be responsible for encouraging relationships and being a trusted advisor to our Trading Customers who utilize our Trading Desktop & Enterprise Solutions through the customer experience journey.

This role focuses primarily on driving adoption, integration and expansion of our solutions into the daily workflow of end-users and ensuring the retention strategy of this group of accounts.

You will work mainly with users in the trading space covering mainly buy-side customers.

You will be responsible for the Customer Success Plans and the delivery of all agreed upon milestones. You will visit customers and form relationships with key stakeholders and user community to ensure we are delivering a world class customer experience.

You will partner with the Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth.

Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with our product roadmap.

Client Satisfaction

  • Develop and execute the customer success strategy and customer success plan for trading accounts to drive revenue retention
  • Training Coordination

  • Deliver highly engaging customized workflow-based customer engagements / training sessions
  • Relationship Management

  • Build deep relationships with key customer stakeholders to advise engagement strategy and build "Refinitiv advocates"
  • Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends
  • Retention and growth

  • Monitor customer health, adoption metrics, renewals and execution of customer success plans
  • Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
  • Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy
  • Contribute to overall vision and strategy of the Customer Success Management Group
  • 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

  • 3-5 years of customer service / client relationship experience, pre-sales, or trading role in bank or content organization
  • Preferably with knowledge of & experience in FX trading space
  • Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
  • Consistent track record of identifying customer needs and successfully executing on retention and adaption strategies
  • Ability to adapt and thrive in a fast-paced environment and rapidly changing market
  • Proactive and positive attitude that has a Whatever it Takes approach to increase customer happiness and deepen relationships
  • Bachelor’s degree required
  • Fluent in written and spoken English, Mandarin and Cantonese
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