As a Customer Success Specialist, you will be responsible for fostering relationships and being a trusted advisor to the Organisation's Customers who utilize our products and services in the - Investment & Advisory- area through the customer experience journey.

This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our 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 we are delivering 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 our product roadmap.

Further, you will work with other sales leaders and horizontal teams to achieve success for our customers.

Role 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 customised 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.

Qualifications and Experience Required:

- 3+ years of customer success/client relationship experience, pre-sales, or consulting role preferably within a financial data organisation.

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

- Deep understanding of Investment & Advisory workflow and the role and function of Investment Banking Research Departments and strong external network.

- Excel expert as well as API knowledge and working with Phyton.

- Proven track record and enthusiasm for driving outcomes with ability to work under pressure.

- 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.

- 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.

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