Customer Success Specialist-Trading at Refinitiv

Role Responsibilities

• 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.
• 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

• 3-5 years of experience in the financial services industry.
• Deep understanding of the Trading workflow, structure of a Trading desk, and technology trends. Fixed Income expertise is desired.
• 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.
• BCom/BS degree.

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