Who we are looking for
We are looking for a self-motivated, team player, curious, dynamic and passionate Customer Success Specialist to join our Customer Success team in Geneva, CH.
The Customer Success Specialist will manage an assigned book of Commodity & Energy business and build, expand and solidify relationships with existing clients via constant engagement and support, regular visits and cross-department collaboration efforts within Refinitiv.
Position Summary
This is a post-sales role which drives commercial value creation through adoption of Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Specialist (CSS) plays a vital role in ensuring our customers unleash the full power of Refinitiv by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer’s journey. The scope includes a broader number of solutions (Desktop, Feeds, Enterprise and Risk). In a role that is comprised of relationship management and deep functional expertise, CSSs are responsible for successful adoption and expansion of Refinitiv proposition within a dedicated portfolio. Being a trusted customer adviser, the CSS collaboratively designs and implements customer-centric activities, assists in reducing competitive risk, and identifies opportunities in his accounts. By transforming our client’s business through user adoption of Refinitiv solutions, the CSS creates the conditions for optimal renewal and up-sell growth.
Role Overview
• Demonstrate and educate new and existing customers on how to use Refinitiv solutions in a manner that is tailored to their specific use-case
• Ensure customers derive maximum value from their investment in Refinitiv solutions and utilize all licenses
• Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption
• Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary
• Collaborate with other Refinitiv stakeholder teams to ensure retention and growth
• Define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
Role Responsibilities
• Partner with a dedicated portfolio of customers to ensure that they get the best out of Refinitiv products becoming a trusted advocate and advisor and developing a healthy portfolio
• Support your assigned accounts on their strategic content and service issues, own retention and overall customer satisfaction
• Use specialist knowledge to demonstrate and educate customers on relevant functionalities and content helping them to maximize the value derived from Refinitiv solutions
• Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences and expectations
• Establish and maintain a list of key client contacts across a defined list of accounts
• Provide transparency to the customer and act as ‘quarterback’ to ensure Refinitiv delivers on sales commitments
• Interpret and take actions on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
• Provide service support, as needed, and serve as an escalation contact for service impacting issues requiring urgent attention and handling
• Provide customer and internal groups with timely updates on issues they have raised or projects in progress
• Identify and investigate opportunities to raise to Account Manager and Proposition Sales for action and share insights to aid the sales process
• Build strong relationships with other customer facing groups - pre-sales, account team, product development, marketing and technical teams within region and other groups globally - so that onboarding, product training, support and all other processes are seamless
• Organize and deliver presentations and attending client and industry events when required
• Continuously learn and develop your specialism
Qualifications and Experience Required
• Significant experience in Commodity & Energy business
• B.A./B.S. Degree in economic/ business management disciplines or relevant work experience
• Market Understanding including a) basic market understanding, b) knowledge of relevant market, c) strong understanding of customers' business model
• Consultative selling Skills (ability to identify, develop and articulate proposition)
• Client facing experience (in Account Management, Customer Support or Relation Management Role preferred)
• Strong customer service skills
• Preferably experience supporting clients on data/ software
• Communication skills (especially presentation and facilitation skills)
• Customer focused in all aspects of your work
• Exceptional problem solver and critical thinker
• Executive engagement skills with an ability to establish trusted adviser relationships with business decision makers
• Strong ability to collaborate with internal operational and account management teams
• Flexible and open minded, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment
• Work well under pressure and deliver on time across multiple accounts and conflicting priorities
• Thrive in a dynamic constantly evolving high tech environment
• English and French speaker. Italian language is an additional asset
As a global business, Refinitiv relies on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world−regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Refinitiv is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.