Client Success Associate

1 week ago

Sydney, New South Wales, Australia RFI Global Full time

Company Overview


Operating across 49 global markets and with offices on 4 continents, RFI Global is the leading data-driven insights provider and thought leader to the financial services industry.


Founded in 2006, RFI has seen growth of over 40% year on year for 16 years and is looking for fast paced ambitious motivated people to help realise its rapid data and geographic expansion plans.

Over 16 years RFI has maintained its fast growth start up mentality and provides a completely dynamic environment where creative and innovative thinkers can thrive.

We are looking for world class, Client Success professional with an entrepreneurial mindset to be part of this growth. You will be joining a highly diverse business which boasts over 30 nationalities as part of its core team.

We are offering an exciting opportunity to be part of an expanding team, with an attractive and highly competitive benefits structure and fantastic career opportunities.


Role Highlights


Client Success is a global function that plays a critical role in influencing the overall customer experience, retaining our customers and expanding usage of our product suite and services.

Client Success is responsible for fostering deep relationships with existing clients via existing product delivery relationships, understanding their business and needs, and delivering service and solutions to meet their challenges.

Through these relationships, this role helps achieve the commercial goals of the company.

Responsibilities

  • Build strong customer relationships with clients and other key stakeholders through consistent account review and outreach. Act as their trusted advisor.
  • Understand and gather business priorities from clients to ensure swift delivery of expected outcomes, on a timely basis
  • Complete planning and communication of client deliverables including scheduling and communications with clients and their stakeholders along with the RFi product team
  • Identify customer challenges/friction and proactively suggest better solutions and strategies.
  • Ensure product and new feature adoption through customer communication and training.
  • Ensure high levels of customer satisfaction throughout assigned accounts
  • Management of contract renewal process
  • Capture customer experience and product feedback for RFI.
  • Meet or exceed customer retention goals.
  • Detect and respond to key stakeholder changes within each customer.
  • Solicit customer references and case studies.
  • Grow existing business by identifying crosssell and upsell opportunities when there is alignment with RFI products and services that help customers achieve their desired outcomes.

Requirements:

  • Irrefutable client service & management mindset
  • Client outcome focused
  • Critical thinker with the ability to infer, deduct and assess client needs and requirements
  • Highly proficient at relationship building
  • Ability to engage seniorlevel executives and rapidly establish credibility
  • Strong analytic and problemsolving skills. Curiosity for solutions
  • Strong project management, time management and prioritization skills.
  • The ability to shape processes, continuously seeking improvement and better solutions with an eye for detail and accuracy
  • Excellent communicator both verbal and written with strong public speaking and presentation skills.
  • Diplomacy, tact, and poise under pressure.
  • Must be a selfmotivated team player with a positive attitude.
  • Experience in a client service role in professional services
  • Experience in the banking industry (Level dependant)
  • Experience in research (Level dependant)
  • Bachelor's degree or equivalent experience.

Benefits

  • Competitive pay
  • Discretionary Bonus up to 5% of base salary
  • Opportunity to work with a global team in a fast paced, fast growth business
  • Hybrid working
  • 25 Days Holiday
  • 2 Days Charity Leave
  • Birthday Leave
  • Health Insurance
  • Social Events
  • Pension Scheme

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