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Customer Success Manager - Data Platforms

Customer Success Managers (CSMs) connect our clients to data platform solutions. The CSM plays a vital role in ensuring that our customer’s fully leverage the value of "Data & Analytics" business 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, data science and deep functional expertise, the CSM is responsible for successful adoption and expansion of enterprise content, platforms, and technologies within his/her assigned accounts. Equal parts trusted advisor and roadmap architect, 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 inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
  • Demonstrate and educate new customers on how to use our enterprise platforms, content, and technologies in a manner that is tailored to their specific use-case.
  • Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary.
  • Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
  • Ensure customers derive maximum value from their investment in our services and solutions, utilize all licenses and collaborate with other 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.
  • Success:  

    CSM success is measured by:

  • Successful renewal outcomes
  • Breadth & depth of customer relationships
  • Account health management
  • Escalation and risk mitigation management
  • Customer adoption and loyalty
  • Thought Leadership
  • Qualifications/Skills:

  • 2-3+ years of commercial experience in B2B consultative selling/support
  • Must have knowledge & experience in financial content and the financial services industry, and preferably within middle and back office data application landscapes.
  • Market data knowledge (including pricing and reference data)
  • APIs, coding and/or open source technology experience.
  • Ability to map a customer’s business needs to product solutions.
  • 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 project management, technical and problem solving skills.
  • Ability to travel to customer sites when required.
  • BA/BS degree.
  • 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.

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