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.
Develop and execute the customer success strategy and customer success plan for trading accounts to drive revenue retention
Deliver highly engaging customized workflow-based customer engagements / training sessions
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
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