Customer Success Specialist
Refinitiv
Warsaw-Poland
6 d. temu

ABOUT THE ROLE

A post-sales role that connect our most strategic clients to Refinitiv’s Governance, Risk & Compliance solutions. CSS drives successful adoption and expansion of the workflow solutions within his / her assigned accounts to maximize value creation and revenue retention.

CSS collaboratively designs and implements activities with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his / her accounts.

By transforming our client’s business through user adoption of our suite of solutions, the CSS creates the conditions for optimal renewal and upsell growth.

SOME OF THE DAILY TASKS YOU WILL PERFORM :

  • Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
  • Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption
  • Use Governance, Risk & Compliance specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
  • Develop and execute retention strategies as part of the customer success plan for accounts, in cooperation with Account Team members
  • Interpret and take action on usage information focusing on at risk customers to mitigate cancellations and identify value optimization opportunities
  • Deliver regular value-add meetings with key users
  • Deliver tailored engagements (e.g. workshops, info days) that help customers to maximize the value derived from Refinitiv solutions post sale, build intimacy and increase adoption
  • Identify and investigate account opportunities for optimal renewal and upsell
  • Guide customers to support channels available as part of the value Refinitiv provides
  • Timely capture end user intelligence in appropriate Customer Relationship Management (TRUST) system
  • Provide customer feedback to product and market development teams and represents the voice of the customer
  • WHAT DO YOU NEED TO BRING?

  • Bachelor's or Master’s Degree in Economics, Finance, Business Administration, Financial Engineering and related fields of study
  • 3 to 5 years of experience in banking sector, preferably at Compliance and / or Risk departments
  • Technology-savvy, with ability to work on open-platform projects; cooperation with Fintechs and partners if necessary
  • Strong understanding of compliance and risk management workflows at banks and other financial institutions and / or corporate 3rd party risk and strong understanding of customers' business model
  • Strong interpersonal skills with an ability to establish trusted advisor relationships with business decision makers
  • Strong ability to collaborate with internal operational and account management teams
  • Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner
  • Ability to travel
  • Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, excel, MS Office, Eikon and other financial desktops);
  • knowledge of trading floor tech / data apps

  • Excellent customer service-minded individual with ability to guide customers to support channels available as part of the value Refinitiv provides
  • Analytical thinking
  • Fluent in English and native in Polish
  • Any other languages such as German, Turkish, Croatian / Serbian, Czech / Slovak, Hungarian preferred
  • WHAT WILL YOU RECEIVE?

  • Casual and diverse office environment where colleagues come from over 30 countries
  • Competitive salary
  • Flexibility and home-office opportunities
  • Two additional days off for voluntary jobs
  • Access to Refinitiv products with real-time economic data
  • Wellbeing scheme including private healthcare, pension plan (Fidelity), Multisport card and more
  • High standards of ethics in the workplace
  • The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change.

    With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and content all supported by human expertise.

    At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.

    As a global business, we rely 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.

    Warsaw-Poland

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