Customer Success Executive

ISI Markets; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in financial services seeks a Customer Success Executive to enhance client relationships and maximize engagement. Successful candidates will employ strong communication and analytical skills to ensure customer satisfaction and identify growth opportunities. The role offers a hybrid working model and excellent remuneration in a collaborative environment.

Benefits

Flexible working culture

Great working environment

Open and friendly working atmosphere

Excellent remuneration package

Qualifications

• Client centric and empathetic.
• Excellent communication and presentation skills.
• Organized, literate and passionate about clients.

Responsibilities

• Build trusted relationships with customers and help retain and grow their business.
• Ensure the smooth onboarding of clients and facilitate regular proactive customer interaction.
• Conduct proactive customer outreach to identify trends in customer usage.

Skills

Communication

Empathy

Analytical Skills

Education

Direct financial services client-facing experience

Economic studies background

Tools

CRM software

Data analytics tools

Job description

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
• Excellent remuneration package
• 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