Customer Success Manager

Refinitiv Brasil Servicos Economicos Limitada (São Paulo SP, Brasil) Publicado 8 dias atrás

Our Customer Success Managers (CSMs) connect with our clients in order to support Refinitiv’s product solutions. The CSM plays a vital role in ensuring that our customers fully bring to bear the value of Refinitiv by discovering and implementing workflow solutions while continuously providing mentorship throughout the customer’s journey.

In 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 specialist, the CSM collaboratively crafts and implements engagements with key business decision makers, assists in reducing driven risk, and finds opportunities in his/her accounts. By redefining our client’s business through user adoption of our suite of solutions, the CSM creates the conditions for efficient renewal and upsell growth.

Role Overview:

  • Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, achievements, 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 build 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, Sales Readiness and Customer Proposition to ensure we are addressing our 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 partner teams to ensure retention and growth.
  • Build, maintain and demonstrate positive 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
  • Customer concern and risk mitigation management
  • Product Adoption
  • Contributions to growth and renewals

Qualifications/Skills:

  • ~proven experience working in the SaaS industry.
  • Cross-Asset knowledge is needed.
  • Deep understanding of the Enterprise 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 making pitches 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 demeanor that has a "whatever it takes" approach to increase customer satisfaction.
  • Higher education in business, economics, finance, engineer.
  • Industry qualifications preferred: Master in Data Science, Master in Finance, MBA.

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives.  We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group (LSEG) (“We”) may hold about you, what it’s used for, and how it’s obtained. If you would like this information to be removed from the London Stock Exchange Group HR database please contact recruiting.support@refinitiv.com. If you are submitting as a Recruitment Agency Partner, it is your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

Customer Success Manager

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