Customer Success Specialist - Support at Refinitiv

Job Description

Position Summary

This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager 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.

Role Responsibilities

• Deliver tailored engagements (e.g. enterprise workshops) that help customers to maximize the value derived from Risk solutions post sale and build intimacy
• Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
• Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
• Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
• Provide transparency to the customer and act as ‘quarterback’ to ensure Refinitiv delivers on sales commitments
• Shepherd customers to support channels available as part of the value Refinitiv provides
• Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
• Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process

Qualifications and Experience Required

• Drive desktop sales from existing and new customers
• Target 80% customer site time
• Travel as needed
• Increase customer satisfaction at the desktop
• Market Understanding including a) basic market understanding  b) knowledge of relevant market  c) strong understanding of customers' business model
• Selling Skills (identify, develop, & articulate proposition/ consultative selling)
• Significant Product and Workflow Expertise  (e.g. knowledge of financial modeling, excel, MS Office); knowledge of trading floor tech/ data apps
• Strong customer service skills    
• Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use MIS systems
• Training or related experience preferred
• College/ university degree or relevant work experience equivalent required
• Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc)