Customer Success Manager, Risk & Compliance

Refinitiv – New York, NY

Job Description

Customer Success Manager, Risk & Compliance

Customer Success Managers (CSMs) connect our clients to Refinitivs solutions. The CSM plays a vital role in ensuring that our customers fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customers journey. The Risk CSM role requires relationship management, education, and risk & compliance expertise, and is responsible for successful adoption and expansion of risk & compliance content, platforms, and technologies within assigned accounts. The CSM collaboratively designs and implements engagements with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his/her accounts. By transforming our clients business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth.

Role Overview:

  • Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
  • Demonstrate and educate new customers on how to use our risk & compliance platforms, content, and technologies in a manner that is tailored to their specific use-cases.
  • Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary.
  • Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultants) 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 stakeholder teams to ensure retention and growth.
  • Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.
  • Your Success:

    A CSMs success will be measured by:

  • Breadth & depth of customer relationships
  • Escalation and risk mitigation management
  • Contributions to role and process improvement
  • Portfolio attrition
  • Adoption
  • Qualifications/Skills:

  • 3-5 years of commercial experience in B2B consultative selling, preferably in a SaaS company.
  • Must have knowledge of & experience in Risk & Compliance workflow.
  • Ability to map a customers business process to product capability.
  • Strong ability to collaborate with internal operational and account management teams.
  • Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
  • Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.
  • Strong project management, technical and problem solving skills.
  • Ability to travel onsite when required.
  • BA/BS degree.
  • 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 contentall 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.

    Intrigued by a challenge as large and fascinating as the world itself? Come join us.

    New York-New York-United States of America

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