This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement.
The Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across Refinitiv and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-
users. The scope includes broader number of solutions (Feeds, Enterprise and Risk) that will engage customer across all Refinitiv products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management.
Deliver tailored engagements (e.g. enterprise workshops) that help customers to maximize the value derived from Refinitiv 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
Provide transparency to the customer and act a quarterback’ to ensure Refinitiv delivers on sales commitments
Shepherd customers to support channels available as part of the value Refinitiv provides
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