Associate Customer Success

What You’ll Do

Associate Customer Success Managers (CSMs) connect our clients to Refinitiv’s portfolio of products and solutions. This specialist plays a vital role in ensuring our customers unleash the full power of Refinitiv by discovering and implementing workflow capabilities while continuously providing scalable yet adaptable guidance throughout the customer’s journey. In a role that is comprised of relationship management, education, and deep functional expertise, CSMs are responsible for successful adoption and expansion of our capabilities within their assigned accounts.  By transforming our client’s business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth in partnership with their peers in Account Management. 

We are hiring Associate Customer Success Managers across multiple customer and product lines including Sales & Trading (cross-asset), Investment Banking, Research & Portfolio Management, Wealth Management, Risk & Compliance, and Feeds Solutions (Quant, Lipper, and Data Platform). These candidates will participate in an immersive on-boarding program to learn the Refinitiv Customer Success program and their respective specialized product lines before obtaining a book of business. 

Role Overview 

• Partner with clients to define their business outcomes and deliver educational activities across the customer lifecycle including onboarding, adoption through to long term loyalty.
• Demonstrate and educate new customers on content and technology tailored to their workflow. 
• Monitor usage data, health gauges and growth opportunities to create actionable insights and strategically pivot when necessary. 
• Collaborate with product sales and account management when new business opportunities are identified through adoption engagements. 
• Ensure customers derive maximum value from their investment, 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. 

How You’ll be Successful 

• Adoption / Usage of Solutions
• Customer Satisfaction 
• Execution of Education Campaigns 
• Retention & Revenue Growth
• Proactive Customer Engagement
• Escalation and risk mitigation management 

 

Who You Are

• An early careers candidate with a bachelor’s degree (or near graduation) ideally in finance, economics, accounting or computer engineering and a passion for building client relationships.  

• • Collaborative, effective communicator, strong presentation skills, and a customer first attitude. 

• A self-starter that thrives in a fast-paced environment and has a learn it all mindset. 

• Experience facilitating customer meetings and presenting to an audience in a concise, inspirational, and convincing manner is a plus. 
• Strong project management, technical and problem-solving skills. 
• Passion for the financial markets, and Customer Success discipline. 
• Skilled in Microsoft Office applications and interest in Python.