Customer Success Executive

Isimarkets; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

ISI Markets is seeking a Customer Success Executive for their Global team in London. This role focuses on client satisfaction and retention, ensuring smooth onboarding and maximizing engagement with ISI Markets' offerings. Successful candidates will possess strong communication skills and an analytical mindset, with previous client-facing experience in financial services being essential. The position offers a competitive salary and a flexible working culture.

Benefits

Great working environment in an international company

Open and friendly working atmosphere

Flexible working culture and hybrid working model

Qualifications

• Successful candidates will be client-centric and empathetic.
• Proficiency in CRM software and data analytics is essential.
• Must possess strong direct financial services experience.

Responsibilities

• Build trusted relationships with customers and help retain and grow their business.
• Leverage customer understanding for valuable engagement.
• Monitor product usage and provide health-check assessments on accounts.

Skills

Client centric

Communication

Presentation skills

Analytical mindset

Education

Direct financial services client-facing experience

Economic studies background

Tools

CRM software

Data analytics tools

Job description

Direct message the job poster from ISI Markets

ISI Markets is looking for a Customer Success Executive (“CSE”) to join our Global Customer success team.

The role is the direct link between ISI Markets and our selected accounts in the region. From onboarding through to contract renewal, the CSE mission is to ensure customers are increasing their engagement with our offering and are as satisfied as possible

The CSE will operate within the sales organization to help turn client relationships into revenue growth by maximizing retention and helping to uncover and close new business opportunities. The successful candidate will have strong commercial awareness and be able to draw on previous client-facing experience, as well as learn from the existing team to bring new perspectives and solutions to clients.

This role will focus on the client’s needs, ensuring they’re educated and supported to utilize their chosen services fully. The successful candidate will have a deep understanding of what motivates clients to use our products and facilitate that use at every touchpoint.

Key Responsibilities:

• Build trusted relationships with customers and help retain and grow their business
• Ensure the smooth onboarding of clients and demonstrate an organized approach to regular proactive customer interaction
• Leverage your understanding of customers’ business strategies, goals, and key initiatives to make every client engagement highly valuable
• Advocate within the ISI Markets business to address the highest priority customer needs, being the true voice of the customer
• Help ensure quick resolutions to client issues to minimize escalations
• Help identify and develop new champion users within existing subscribers and new opportunities within the selected accounts
• Work closely with internal resources to coordinate more bespoke client support and ensure a good fit of ISI Market’s offering into the customer persona and their workflow
• Facilitate and maximize upsells and price increases by following jointly created success plans for selected Accounts
• Be able to comfortably navigate and demo the UI, have a deep knowledge of our data and offerings, and work to soft-sell products through client engagement
• Conduct proactive, scalable customer outreach to identify trends in customer usage and requirements. Reporting findings to internal stakeholders
• Help ensure all customer facing training and information documents are of the required standard to facilitate the employment of our data into client workflows
• Monitor usage of our products and provide monthly/quarterly health-check assessments on selected accounts to the Account Managers
• Gather market feedback and collaborate with product and research teams to help shape future enhancements and the product roadmap

Required knowledge, skills and experience:

• Client centric and empathetic
• Excellent communication and presentation skills
• Organized, literate and passionate about clients
• Direct financial services client-facing experience/economic studies background
• An analytical and process-oriented mindset
• Proficiency with CRM software and data analytics tools.
• Understand pre and post sales principles and processes
• Strategic thinker with a focus on achieving customer satisfaction and long-term retention.

What we offer:

• Great working environment in an international company
• Open and friendly working atmosphere
• Flexible working culture and hybrid working model

About ISI Markets:

ISI Markets is the most comprehensive source of trusted data and actionable insight on emerging and developed markets. We provide the intelligence and insights to act with confidence in the world’s highest potential and fastest growing markets. ISI Markets is comprised of four brands (CEIC, EPFR, EMIS and REDD) that share a common purpose to illuminate the opportunity in emerging and developed markets where information can be hard to obtain and even harder to rely upon. We leverage deep local knowledge, well established networks and leading-edge software and advanced analytics to deliver intelligence that informs our clients’ investment, strategic and risk decisions.

www.isimarkets.com

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, General Business, and Information Technology

• Industries

  IT Services and IT Consulting

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