A Customer Success Specialist connects our clients to Refinitiv’s I&A solutions, including desktop, transactions, and feeds.
The CSS 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 journey.
In a role that is comprised of relationship management, education and deep workflow expertise, the CSS is responsible for successful adoption, retention and expansion of our Trading solutions within their assigned accounts.
Equal parts trusted advisor and product expert, the CSS 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 customer success specialist creates the conditions for optimal renewal and upsell growth.
Role Overview :
Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
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.
Find leads and connects with Sales to work on growth opportunities.(upsell and cross-sell)
Work along other teams such as Account Managers, Transactions Relationship Managers, Market Development and Customer Proposition to ensure we are addressing our Trading customers’ needs.
Bring in customer intelligence and feedback.
Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth.
Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.
Your Success :
A CSS will be measured by :
Breadth & depth of customer relationships
Escalation and risk mitigation management
Contributions to growth and renewals
Qualifications / Skills :
Deep understanding of the I&A workflow, and technology trends.
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.
BA / BS degree or equivalent education
Strong communication skills in German and English