.A Customer Success Manager (CSM) connects our clients to Refinitiv's Trading solutions, including desktop, and feeds. The CSM plays a vital role in ensuring that our customer's fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer's journeyIn a role that is comprised of relationship management, education and deep workflow expertise, the CSM is responsible for successful adoption, retention and expansion of our solutions within their assigned accounts. Equal parts trusted advisor and product expert, the CSM collaboratively designs and implements engagements with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his/her accounts. By transforming our client's business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth. Role Overview Clearly define business outcomes and orchestrate a comprehensive success plan. Demonstrate and educate new customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case. Monitor usage, health gauges, competitive landscape and any other relevant data in order to create a retention strategy. Ensure customers derive maximum value from their investment in Refinitiv services and solutions. Bring in customer intelligence and feedback, and work along other teams such as Account Managers, Transactions Relationship Managers, and Customer Proposition to ensure we are addressing our customers' needs. Find leads and connects with Sales to work on growth opportunities.(upsell and cross-sell) Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption. Your Success: A CSM will be measured by: Breadth & depth of customer relationships Portfolio attrition Escalation and risk mitigation management Product Adoption Contributions to growth and renewals Qualifications/Skills: ~5 years of experience in the financial services industry. Understanding of the Trading customers workflow. Can be FX trading, Fixed Income and/or equities. Experience working with Trading Venues is a plus. Ability to map a customer's business process to product capability. Strong ability to collaborate with internal operational and account management teams. Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers. Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner. Strong problem-solving skills. 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 satisfaction. Higher education in business, economics, finance, Master in Finance, etc
