Customer Success Manager

REFINITIV ASIA PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading financial technology firm in Singapore is seeking a skilled professional to join their Customer Success Team. This role involves managing client relationships and ensuring successful product adoption and retention. The ideal candidate has experience in client-facing roles and a solid understanding of financial markets, with a focus on strategic engagement and service excellence.

Qualifications

• Experience in client facing roles such as account management.
• Good financial markets knowledge ideally.
• Able to analyze and interpret data to simplify complex problems.
• Excellent communication and presentation skills.
• Able to adapt in a fast-paced environment.

Responsibilities

• Develop customer success strategy for trading users in ASEAN.
• Own customer health, adoption metrics and renewals.
• Deliver customized product demos based on user needs.
• Provide insights on customer experience and trends.
• Build relationships with key customer stakeholders.

Skills

Client facing roles experience

Financial markets knowledge

Problem solving skills

Analytic skills

Excellent communication skills

Presentation skills

Customer relationship skills

Education

University / college degree

Tools

MS Office

Excel VBA

Programming/API skills

Job description

Overview

This role is comprised of relationship management, client education and deep expertise of trading and application workflows. You will lead a portfolio of accounts, with responsibilities for successful adoption, retention and expansion of our Data and Feeds solutions.

We are looking for a highly motivated and hard-working professional to join our Customer Success Team. You will serve as a trusted advisor to clients, helping them use our products to navigate the financial markets, meeting regulatory requirements and run their business.

Role Responsibilities

• Develop and complete the customer success strategy for trading desktop users, desk heads and application owners across multiple accounts within the ASEAN region
• Own customer health, adoption metrics, renewals and execution of customer success plans
• Delivering highly engaging customized product demos based on user workflow and their requirements
• Partnerwith sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
• Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy
• Proactively engage and build deep relationships with key customer stakeholders to advise engagement strategy and build "advocates"
• Participate in industry events alongside the team to champion networking, brand presence, and stay up to date on industry trends
• Contribute to overall vision and strategy of the Customer Success Management Group
• Develop innovative ways of engaging and contributing to customers’ businesses through LSEG products and services.

What are we looking for?

• Experience in client facing roles such as account management and/or relationship management roles across the Trading Workflow
• Good financial markets knowledge ideally
• Experience in on-boarding, set up, training/product demos, resolution and customer concern of issues, client retention
• Able to use data to make decisions, understand /interpret data sets to analyse trends, simplify sophisticated problems and express themselves thoughtfully
• Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
• Ability to adapt in a fast-paced environment and rapidly- changing market
• Proactive and positive demeanour that has a 'doer' approach to increase customer happiness and deepen relationships and possess a solution-oriented demeanour to help customers deliver on their business objectives.
• Proven record and passion for driving outcomes

Experience and Qualifications Required:

• University / college degree preferred
• Excellent Service-minded
• Analytic skill, problem solving skill
• MS Office (Excel vba is an advantage)
• Programming/API skill preferred
• Proactive approach
• Strong customer relationship skills
• Able to work individually and as a team
• Presentation skills (verbal & written); Strong social skills; ability to coordinate and complete a sales plan