The Customer Success Management (CSM) team drives adoption of all Refinitiv solutions purchased by the customer. The team is responsible for commercial value creation through adoption of product and services and identification of cross sell / up sell opportunities that are passed through to both the Account Manager team and the Proposition Sales team.
The CSM Enterprise Content and Technology, maintains a close working relationship with strategic external client groups within the Application Developer and Market Data / IT segments of Refinitiv accounts.
The CSM provides content and product expertise, training, supports the sales team on new and existing client opportunities (including coverage checks) driving client content usage growth, retention and API and technology expertise.
The CSM is also responsible for hand holding customers through the numerous Refinitiv and industry led content changes in order to minimize the impact on our customers workflow.
The CSM helps resolve client issues on all historical and real-time market information, including prices and news for global markets, works to improve methods of working and contributes to projects as required.
Day-to-Day responsibilities :
Deliver tailored engagements (e.g.; enterprise workshops) that help customers to maximize the value derived from Refinitiv solutions post sales and build intimacy.
Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption.
Interpret and take action on usage information focusing on at risk customers to mitigate cancellations and identify value optimization opportunities.
Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences.
Provide transparency to the customer and act a quarterback’ to ensure Refinitiv delivers on sales commitments.
Shepherd customers to support channels available as part of the value Refinitiv provides.
Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers.
Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process.
Establish and maintain a list of key client contacts across a defined list of accounts.
Bachelor’s degree in Business or Economy or IT Engineering or relevant work experience
Job Specifications Required Skills
Significant IT experience on API, Programing languages, Cloud computing, Network
Significant experience across asset classes
Significant experience in Front Office / Middle Office / Back Office
At least 5 years’ experience supporting clients on exchange and OTC data.
Significant experience with at least one of the following : EIKON, Datascope Select, TRTH, Datastream, ERT, Elektron Data Platform.
Understanding of Data Access Control such as DACS (PDP, PE)
Client facing experience in an Account Management, Customer Support or Relationship Management Role preferred.
Be able to demonstrate excellent communication skills (especially presentation and facilitation skills).
Good understanding of, or previous experience in, the financial services industry
Customer focused in all aspects of your work.
Knowledge of Thomson Reuters and competitors’ products and services.
Ability to work independently while at the same time not moving away from a team role
Able to perform effectively under pressure
Amsterdam or Luxembourg or Brussels