Customer Success Manager
Johannesburg-South Africa
3h ago

Job Description

A Manager Customer Success Management (CSM) manages a team that connects our clients to Refinitiv’s Trading I&A and Enterprise solutions, including desktop, and feeds.

The CSM plays a vital role in ensuring that our customer’s fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey.

The Customer Success Manager and its team will provide customers with a differentiated customer experience, helping them to realise the full value of our solutions

In a role that is comprised of relationship management, education and deep workflow expertise, the CSM is responsible for successful adoption, retention and workflow expansion of our Trading, I&A, Enterprise solutions within their assigned accounts.

Equal parts trusted advisor and product expert, the CSM collaboratively designs and implements engagements with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his / her accounts.

By transforming our client’s business through user adoption of our suite of solutions, the CSM team creates the conditions for optimal renewal and upsell growth.

Role Overview :

  • Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
  • Drive a team of + 8 people that demonstrate and educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case.
  • Monitor usage, health gauges, competitive landscape and any other relevant data in order to create a retention strategy.
  • Find leads and connects with Sales to work on growth opportunities.(upsell and cross-sell)
  • Work along other teams such as Account Managers, Proposition Sales, Market Development and Custom er Proposition to ensure we are addressing our Trading, I&A and Enterprise customers’ needs.
  • Bring in customer intelligence and feedback.
  • Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth.
  • Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.
  • Recruitment and driving performance as per Refinitiv performance model.
  • Your Success :

    A CSM Manager will be measured by :

  • Breadth & depth of customer relationships
  • Portfolio attrition
  • Escalation and risk mitigation management
  • Product Adoption
  • Contributions to growth and renewals by the team
  • Qualifications / Skills :

  • 3-5 years of experience in the financial services industry.
  • Management experience of 3-5 years
  • Deep understanding of the Trading workflow, structure of a Trading desk, and technology trends, technology, APIs, SaaS services, Investment & Advisory and Wealth Management.
  • Ability to map a customer’s business process to product capability.
  • Strong ability to collaborate with internal operational and account management teams.
  • Executive management engagement skills with an ability to establish trusted advisor relationships with business decision makers.
  • Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.
  • Strong problem solving skills.
  • Ability to adapt and thrive in a fast-paced environment and rapidly- changing market.
  • Proactive and positive attitude that has a "whatever it takes" approach to increase customer satisfaction.
  • BA / BS degree.
  • The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change.

    With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and content all supported by human expertise.

    At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.

    As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.

    Refinitiv is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.

    Johannesburg-South Africa

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