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Customer Success Specialist, Enterprise Solutions

Published on 14.05.2020


Website :
Industries :
Banking, insurance, finance
IT, software engineering, Internet
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Serving more than 40,000 institutions in approximately 190 countries, Refinitiv provides information, insights and technology that drive... read more

Job Ad & Profile Description

Position : Customer Success Specialist, Enterprise Solutions

Customer Success Specialists (CSS) connect our clients to Refinitivs enterprise solutions. The CSS plays a vital role in ensuring that our customers fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customers journey. The CSS team 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, data science and deep functional expertise, the CSS is responsible for successful adoption and expansion of enterprise solutions platforms, and technologies within his/her assigned accounts.

Equal parts trusted advisor and roadmap architect, the CSS 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 clients business through user adoption of our suite of solutions, the CSS creates the conditions for optimal renewal and upsell growth.

Role Responsibilities

  • Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
  • Demonstrate and educate new customers on how to use our electronic trading solution platforms, content, and technologies in a manner that is tailored to their specific use-case.
  • Post Sales Implementation support to drive usage
  • Monitor and evaluate usage data, account health and growth opportunities to create actionable insights and strategically pivot when necessary.
  • Motivate clients to enhance their data usage stats through sharing applications usage best practices
  • Forward data feed over usage cases to Sales Specialists team to optimize clients subscriptions to data feeds
  • Work with local Application providers to maximize clients ROI from subscribed data assets flowing into their systems
  • Provide Refinitivs management with insightful details about data feeds usage behavior and competition tactical moves in your respective markets
  • Become the customer key point of contact for data feeds following a successful close of a sale contract
  • Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
  • 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. Build strong ties with CIOs/CTOs to facilitate smooth customer experience from subscribed data solutions
  • Support your assigned Accounts on their strategic content and service issues.
  • Drive content usage growth and retention through regular engagement with your clients, discussing product/content roadmaps and enhancements.
Required profile for job ad : Customer Success Specialist, Enterprise Solutions
  • 5+ years knowledge & experience in Trading, Investment & Advisory, Wealth Solutions Technology and the financial services industry.
  • Deep domain expertise in financial markets, technology, trading solutions, APIs, Cloud services, Financial Market data.
  • Commercial experience in B2B consultative selling, preferably in a SaaS company.
  • Significant experience across asset classes.
  • Customer focused in all aspects of your work.
  • Ability to map a customers business process to product capability.
  • Knowledge of Refinitiv and competitors products and services.
  • Strong ability to collaborate with internal operational and account management teams.
  • Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
  • Excellent communication skills. Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.
  • Able to perform effectively under pressure
  • Ability to travel onsite when required.
  • Arabic speaking is preferable.
  • ACI Dealing Certificate is preferable.
Job criteria for job ad : Customer Success Specialist, Enterprise Solutions
Job category :
HR, training
Production, maintenance, quality
Industries :
IT, software engineering, Internet
Services other
Employment type :
Permanent contract
Region :
Experience level :
5 to 10 years
Educational level :
Number of Position(s) : 6

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