＜Responsibilities＞ ・Provide first level technical support Trading desktop, FX Trading, Investment Management, Investment Banking and Wealth Management customers ・Effective servicing of cases and strict adherence to case query handling procedures. Follow the appropriate procedures to respond to complaints, escalations and outages. ・Maintain trusted relationship to with customers to provide additional information, updates, and resolution to issues. ・Identify and refer problems affecting customers and influence the timely resolution of customers’ enquiry, including referrals. This would include escalation to Customer Support Team Manager and liaising with different parts of the organization as appropriate. ・Build and maintain local and overseas relationships with other Frontline teams, Technical & Trading Specialists and other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner. ・Recognize and escalate recurring problems, areas and processes for improvement. ・Develop specialization through Technical Learning pathways to increase the value of service delivered to customers
As a Customer Success Specialist, you will be responsible for encouraging relationships and being a trusted advisor to our Investment Banking Customers who utilize our Desktop & Enterprise Solutions through the customer experience journey. This role focuses primarily on driving adoption, integration, and expansion of our solutions into the daily workflow of end-users and ensuring the retention strategy of this group of accounts. You will work mainly with users in the Investment Banking space, covering mainly buy-side customers.
You will be responsible for the Customer Success Plans and delivering all agreed-upon milestones. You will visit customers and form relationships with key stakeholders and the user community to give a world-class customer experience. You will partner with the Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth. Additionally, you will collaborate Market Development and Customer Proposition to give the voice of the customer to align customer needs with our product roadmap.
＜Role Overview＞ Client Satisfaction ・Develop and execute the customer success strategy and customer success plan for Investment Banking accounts to drive revenue retention
Training Coordination ・Deliver highly engaging customized workflow-based customer engagements/ training sessions
Relationship Management ・Build deep relationships with key customer stakeholders to advise engagement strategy and build ""Refinitiv advocates"" ・Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends
Retention and growth ・Monitor customer health, adoption metrics, renewals and execution of customer success plans ・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 ・Contribute to overall vision and strategy of the Customer Success Management Group