The Customer Success Director role sits within the post-sales team which drives commercial value creation through adoption of all Financial & Risk Solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Director plays a key role in leading the post-sales team by developing and executing business strategies to enhance customer experience, usage and retention. The team is responsible for broader number of solutions (Feeds, Enterprise and Risk) that will engage customers across all products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management.

As Part Of The South Asia Leadership Team

- Develop and execute on business strategies including campaigns, budget responsibilities, staffing, forecasting, to achieve sales, retention & revenue targets.

- Lead strategic planning for the market and provides guidance to sales leadership / staff on account strategies and tactics.

- Implement metrics to measure account and team performance

- Onboard and train Customer Success Managers to achieve targeted metrics and coaching for performance and employee development

Role & Responsibilities - 

- Deliver tailored engagements (e.g. enterprise workshops) that help customers to maximize the value derived from solutions post sale 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 optimisation opportunities

- Promote insights relevant to customers- workflow and act as a voice of the customer internally, feeding back their experiences.

- Shepherd customers to support channels available as part of the value provided

- 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

- Lead team to cultivate high level relationships within client organizations

- Target 80% customer site time for team

Qualifications And Experience Required

- Experience with CRM platforms and Training

- Proven ability to manage within a matrix environment, collaborate across multiple departments/organizations and influence at all levels

- Proven ability to deliver results through development of usage and retention metrics

- Ability to motivate, coach and mentor in a customer facing environment

- Excellent leadership skills with proven track record of attainment of company goals in a fast-paced changing environment

- Strong customer service skills

- Others: Presentation skills (verbal & written); strong interpersonal skills

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