Client Success Manager - FX

Firm : Financial Data Solutions, TIER 1, Market Leader

Location : Mumbai

Job type : Full time, Permanent

Compensation : Competitive - Fixed + Variable

About the role

As a Client Success Manager, you play a key role in managing a post-sales team by executing business strategies to enhance customer experience, usage and retention. This team is responsible for a broader number of solutions (Feeds and Desktop) that will engage customers across all products and services and identification of opportunities (Cross sell, up sell) that are passed through to Sales and Account Management. You will be responsible for coaching the team on fostering intimate relationships and being a trusted advisor to Clients who utilize the products and services in the I&A area through the customer experience journey. This role focuses primarily Team management to drive the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our customers and end-users. Your team will work mainly with client groups in FX Trading, FX Research. FX Sales

You will coach the team to deliver on the Customer Success Plans and the delivery of all agreed upon milestones. You will visit C-level customers and coach the team on building relationships with key stakeholders and user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders provide insights on customer health to drive retention and growth . Further, you will work with other sales leaders and horizontal teams to achieve success for the firm's success.

Role Responsibilities

Execute Business strategies including campaigns, budget responsibilities, staffing, forecasting,

to achieve Retention and usage targets.

Implementing the customer success strategy and metrics to drive revenue retention as well as Team performance.

Monitor and guide your team on delivery of customer health, adoption metrics, renewals and execution of customer success plans

Coach your team to deliver highly engaging customised product demos based on user workflow and their requirements as well as Increase product stickiness by demonstrating relevant new content and functionality that enable end users to improve efficiencies

Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals

Build relationships with senior and executive stakeholders to inform engagement strategy and create "brand advocates"

Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends

Drive strategic migration activities in your team as required

Qualifications and Experience Required

6+ years of customer success/client relationship experience, pre-sales, or consulting role preferably within a financial data organisation

Strong work experience in client facing roles such as account management, business development

Deep understanding of FX workflow and strong external network in the FX industry.

Very detail-oriented

Proven track record and enthusiasm for driving outcomes with ability to work under pressure

Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)

Strong track record of identifying customer needs and successfully executing on retention and adoption strategies

Strong presentation (verbal & written) and interpersonal skills

Engineering + MBA Finance (Tier 1 or Tier 2)

If you are a good fit for this role, please email with your profile details to neha.kapoor@hirecap.in