Customer Success Manager

Vor 2 Tagen

Geneve, Schweiz LSEG (London Stock Exchange Group) Vollzeit

Who we are looking for

We are looking for a self-motivated, team player, curious, dynamic and passionate Customer Success Specialist to join our Customer Success team in Geneva, CH.

The Customer Success Specialist will manage an assigned book of Risk business and build, expand and solidify relationships with existing clients via constant engagement and support, regular visits and cross-department collaboration efforts within Refinitiv.

Position Summary

This is a post-sales role which drives commercial value creation through adoption of Refinitiv Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Specialist (CSS) plays a vital role in ensuring our customers unleash the full power of Refinitiv by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer’s journey. In a role that is comprised of relationship management and deep functional expertise, CSSs are responsible for successful adoption and expansion of Refinitiv’s proposition within a dedicated portfolio. Being a trusted customer adviser, the CSS collaboratively designs and implements customer-centric activities, assists in reducing competitive risk, and identifies opportunities in his/her accounts. By transforming our client’s business through user adoption of Refinitiv Risk solutions, the CSS creates the conditions for optimal renewal and upsell growth.

Role Overview
- Demonstrate and educate new and existing customers on how to use Refinitiv Risk solutions in a manner that is tailored to their specific use case
- Ensure customers derive maximum value from their investment in Refinitiv Risk solutions and utilize all licenses
- Build, maintain and leverage strong relationships with business decisionmakers and users within each account to influence adoption
- Monitor usage data, health gauges and growth opportunities to create actionable insights and strategically pivot when necessary
- Collaborate with other Refinitiv stakeholder teams to ensure retention and growth
- Define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics for success

Role Responsibilities
- Partner with a dedicated portfolio of customers to ensure that they get the best out of Refinitiv Risk products, becoming a trusted advocate and advisor and developing a healthy portfolio
- Support your assigned accounts on their strategic content and service issues, own retention and overall customer satisfaction
- Use specialist knowledge to demonstrate and educate customers on relevant functionalities and content, helping them maximize the value derived from Refinitiv Risk solutions
- Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences and expectations
- Establish and maintain a list of key client contacts across a defined list of accounts
- Provide transparency to the customer and act as a “quarterback” to ensure Refinitiv delivers on sales commitments
- Interpret and take actions on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
- Provide service support, as needed, and serve as an escalation contact for service impacting issues that require urgent attention and handling
- Provide customer and internal groups with timely updates on issues they have raised or projects in progress
- Identify and investigate opportunities to raise to Account Manager and Proposition Sales for action and share insights to aid the sales process
- Build strong relationships with other customer facing groups - pre-sales, account team, product development, marketing and technical teams within the region and other groups globally - so that onboarding, product training, support and all other processes are seamless
- Organize and deliver presentations and attend client and industry events when required
- Continuously learn and develop your specialism

Who are we looking for/
- Experience in supporting clients on data/software
- Knowledge and experience in the financial markets
- B.A./B.S. Degree in economic/ business management disciplines or relevant work experience
- Market Understanding including a) basic market understanding, b) knowledge of relevant market, c) strong understanding of customers' business model
- Client-facing experience (preferably in account management, customer support or relation management)
- Strong customer service skills (training or related experience preferred)
- Ability to demonstrate excellent communication skills (especially presentation and facilitation skills)
- Customer focused in all aspects of your work
- Exceptional problem solver and critical thinker
- Flexible and open minded, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environmen

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