Customer Success Manager

CUSTOMER SUCCESS SPECIALIST- SELL SIDE TRADING

Who we are:
Refinitiv is one of the world’s largest providers of financial markets data and infrastructure. Serving more than 40,000 institutions in over 190 countries, we provide information, insights, and technology that drive innovation and performance in global markets. Our 160-year Reuters heritage of integrity enables customers to make critical decisions with confidence, while our unique open platform, best-in-class data, and cutting edge technology bring greater opportunity to our customers. By advancing our customers, we drive progress for the entire financial community.

Who we are looking for:.

This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Specialist plays a key role in enhancing customer experience by leveraging a network of experts across Refinitiv and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users. The scope includes broader number of solutions (Feeds, Enterprise and Risk) that will engage customer across all Refinitiv products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management.

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

The Customer Success Specialist will manage an assigned book of business and build, expand and solidify relationships with existing clients via necessary support and strategic visits and events cross collaboration efforts. He/She will Owning retention, churn reduction and overall customer satisfaction.

Role Responsibilities:

- Build and maintain proactive relationship with key decision makers within Inter Dealer Brokers and Banking customers in order to influence adoption and customer success
- Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
- Define business outcomes and orchestrate a comprehensive success plan inclusive of customer priorities, milestones, risks and metrics needed to achieve them
- Interpret and take action on customer insight to mitigate cancellations, identify growth opportunities, and platform/ product improvement
- Deliver tailored engagements (e.g. workshops) that help customers to maximize the value derived from Refinitiv solutions post sale
- Use cross asset domain and workflow expertise (FX/FI focus) to demonstrate and educate customers on relevant functionality and content resulting in increased adoption.
- Guides customers to support channels available as part of the value Refinitiv provides.
- Promote insights relevant to customers’ workflow and act as a voice of the customer internally by feeding back their experiences
- Meet or exceed quarterly and annual targets

Who you are:

- 2-3 years of experience in similar role, or equivalent market experienced gained within IDBs, or banking
- Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc)
- Native-level German is an advantage and high-level English is required.
- Must have knowledge & experience of Foreign Exchange & Fixed Income markets and Treasury.
- Significant Product and Workflow Expertise, and knowledge of trading floor workflow and technology
- Have a passion and understanding of financial markets, industry trends and customers' business models
- Strong interpersonal skills with an ability to establish trusted adviser relationships with business decision makers.
- Strong ability to collaborate with internal operational and account management teams
- Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner
- Strong Presentation skills (both verbal & written) and interpersonal skills; ability to organize and execute a sales plan; ability to use
- College/ university degree or relevant work experience equivalent required
- Experience with CRM system ( ideally Salesforce), GoToMeeting, Web-ex and other comparable tools.
- You are a hard worker and team player with a can-do attitude.

As a global business, we rely 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.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

At LSEG, we believe that creating a divers