Building Long-Term Relationships as a Customer Advocate

Job Description:

We are seeking a skilled and experienced Customer Success Manager to join our team. In this role, you will be responsible for driving customer success by fostering strong relationships with key stakeholders and users.

As a Customer Success Manager, your primary goal will be to ensure that our customers achieve their desired outcomes through the effective use of our solutions. You will work closely with cross-functional teams to identify opportunities for growth and develop strategies to drive retention and expansion.

Key Responsibilities:

• Develop and execute customer success plans to drive revenue retention and growth.
• Monitor customer health, adoption metrics, renewals, and execution of customer success plans.
• Deliver highly engaging customized product demos based on user workflow and requirements.
• Partner with 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.
• Build deep relationships with key customer stakeholders to inform engagement strategy and create advocates.
• Participate in industry events alongside the team to foster networking, brand presence, and stay up-to-date on industry trends.
• Contribute to the overall vision and strategy of the Customer Success Management Group.

Qualifications:

To be successful in this role, you will need:

• 2+ years of customer success/client relationship experience, pre-sales, or consulting role preferably within a content organization desired.
• An interest and understanding of the financial markets, the role and function of Asset Management and Wealth Management, the Financial Services Industry, and strong external network.
• Proven track record and enthusiasm for driving outcomes.
• Strong track record of identifying customer needs and successfully executing on retention and adoption strategies.
• 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 and thrive in a fast-paced environment and rapidly changing market.
• Innovator who can use data to make decisions, simplify complex problems, and express themselves thoughtfully.
• Proactive and positive attitude that has a 'Whatever it Takes' approach to increase customer satisfactions and deepen relationships.
• Strong presentation (verbal & written) and interpersonal skills.

Benefits:

At our company, we believe that creating a diverse and inclusive organization is fundamental to delivering on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies, and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organization of 25,000 people across 70 countries. However, we value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business.

Other Opportunities:

As a valued member of our team, you will have access to a range of benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives. We are proud to be an equal opportunities employer and do not discriminate on the basis of anyone's race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy, or disability.