Customer Success Manager - Investment Banking & Wealth Management Domain

About the Organisation: Our Client is one of the world's largest providers of financial markets data and infrastructure. With $6.25 billion in revenue, over 40,000 customers and 400,000 end users across 190 countries, the organisation is powering participants across the global financial marketplace. It provides information, insights, and technology that enable customers to execute critical investing, trading and risk decisions with confidence. By combining a unique open platform with best-in-class data and expertise, it connects people to choice and opportunity - driving performance, innovation and growth for customers and partners.

About the Role: As a Customer Success Manager, you will be a trusted advisor to Customers in the Investment and Wealth Solutions proposition, who would utilize the organisation's products and services to aid their workflow. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration, and expansion of solutions into the daily workflow of customers and end-users. You will work mainly with client groups in Investment Banking & Research Support Departments, Private Equity, Developers, Equity offshore support in financial services.

You will own the Customer Success Plans and the delivery of all agreed upon milestones. You will visit customers and build relationships with key stakeholders and user community to ensure the ultimate customer experience. You will partner with the Account Managers and Sales Leaders, provide insights on customer health to drive retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with product roadmap. Further, you will work with other sales leaders and horizontal teams to achieve success for customers and the Organisation.

Key Responsibilities:

- Develop and execute the customer success strategy for your assigned accounts to drive revenue retention.

- Monitor customer health, adoption metrics, renewals and execution of customer success plans.

- Deliver highly engaging customized product demos based on user workflow and their requirements.

- Increase product stickiness by demonstrating relevant new content and functionality that enable end users to improve efficiencies.

- Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals.

- Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy.

- Build deep relationships with key customer stakeholders to inform engagement strategy.

- Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends.

- Participate in strategic migration activities as required.

- Contribute to overall vision and strategy of the Customer Success Management Group.

Key Skills and Experience Required:

- 4+ years of customer success/client relationship experience, post-sales, or consulting role preferably within a financial data organization.

- Strong work experience in client facing roles such as account management, business development.

- Any progression towards CFA, FRM will be preferable.

- Deep understanding of Investment and Wealth Solutions workflow.

- Expertise in Excel; Basic understanding and knowledge of coding language, e.g., Python will be preferable.

- Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.

- Able to use data to make decisions, simplify complex problems and express themselves thoughtfully.

- Strong track record of identifying customer needs and successfully executing on retention and adoption strategies.

- Ability to challenge team members and be challenged, provide, and receive feedback to achieve team goals.

- Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team).

- Ability to adapt and thrive in a fast-paced environment and rapidly- changing market.

- Proven track record and enthusiasm for driving outcomes.

- Proactive and positive attitude that has a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships.

- Strong track record of identifying customer needs and successfully executing on retention and adoption strategies.

- Strong presentation (verbal & written) and interpersonal skills.