At Refinitiv, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.
As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment Advisory and Wealth customers who utilize our Desktop & Enterprise Solutions through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of end-users. You will work mainly with users in the Investment Advisory and Wealth space.
You will own the Customer Success Plans and the delivery of all agreed. You will visit customers and build relationships with key partners and user community to ensure we are delivering the ultimate 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.
Further, you will work with other sales leaders and horizontal teams to achieve success for our customers and Refinitiv.
Develop and execute the customer success strategy for Investment & Advisory and Wealth divisions within Key and Strategic accounts to drive revenue retention
Monitor customer health, adoption metrics, renewals and execution of customer success plans
Delivering highly engaging customised product demos based on user workflow and their requirements
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
Build deep relationships with key customer stakeholders to inform engagement strategy and create "Refinitiv advocates"
Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
Contribute to overall vision and strategy of the Customer Success Management Group
Qualifications and Experience Required
5+ years of customer success / client relationship experience, pre-sales, or role preferably within a financial data organisation
Bachelor's degree required, CFA or CFA Candidate/MBA preferred
Deep understanding of Capital Markets, Investment & Advisory/Wealth markets, the role and function of Buy-side/Sell-side analysts, Portfolio Managers, Quant Analysts, Investment Bankers, Private Bankers, Wealth Managers, the Financial Services Industry and a strong external network
Strong work experience in client facing roles in account management and/or relationship management roles in Wealth markets and/or Capital markets.
Experience in on-boarding, set up, training/product demos, resolution and customer concern of issues, client retention.
Able to use data to make decisions, understand /interpret data sets to analyze trends, simplify complex problems and express themselves thoughtfully
Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
Ability to adapt in a fast-paced environment and rapidly- changing market
Proactive and positive attitude that has a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships
Proven track record and enthusiasm for driving outcomes