Senior Customer Success Manager – Electronic Trading Jobs in Dubai – UAE at Refinitiv
Title: Senior Customer Success Manager – Electronic Trading
Location: Dubai – UAE
Customer Success Manager (CSM) connect our clients to Refinitiv’s electronic enterprise solutions. The CSM plays a vital role in ensuring that our customer’s fully demonstrate the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey.
In a role that is comprised of relationship management, education, data science and deep functional expertise, the CSM is responsible for successful adoption and expansion of electronic trading platforms, and technologies within his/her assigned accounts.
Equal parts trusted advisor and roadmap architect, the CSM designs and implements engagements with key business decision makers, assists in reducing competitive risk, and finds opportunities in his/her accounts.
By transforming our client’s business through user adoption of our suite of solutions, the CSM creates the conditions for efficient renewal and upsell growth. The Customer Success Management teams provide customers with a differentiated customer experience, helping them to realise the full value of our solutions
This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement.
Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, achievements, risks and metrics needed to achieve them.
Demonstrate and educate new customers on how to use our electronic trading solution platforms, content, and technologies in a manner that is tailored to their specific use-case.
Post sales Implementation support to drive usage.
Monitor usage data, account health and growth opportunities to build impactful insights and strategically pivot when necessary.
Timely Refinitiv business development partners (solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv internal teams to ensure retention and growth.
Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption.
Support your assigned Accounts on their strategic content and service issues.
Drive content usage growth and retention through regular engagement with your clients, discussing product/content roadmaps and improvements.
Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process
Being responsible for your book of business and target 80% customer engagement time
Increase customer happiness
Qualifications and Experience Required
College / university degree or relevant work experience equivalent required
Industry qualifications preferred (ACI, CFA, MBA, FRM, MFE, CFE etc)
Minimum 5 to 10+ years knowledge & experience intrading Solutions technologyand the financial services industry.
Deep domain expertise inFX, MM Trading.
Commercial experience inB2B consultative selling, preferably in a SaaS company.
Significant experience across asset classes.
Customer focused in all aspects of your work.
Ability to map a customer’s business process to product capability.
Knowledge of Refinitiv…