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Role : Customer Success Manager
Location : Mumbai
Remuneration : Competitive (Fixed + Bonus)
Role Title - Customer Success Manager Enterprise Solutions (Real Time Content, Reference Data and Technology Stack)
Market Data Domain - FX
You will hold relationships with key stakeholders primarily within Market Data, Developers, Technology, Application Teams and Project communities to ensure the ultimate customer experience for Clients. As a trusted advisor, you will ensure your portfolio of customers are maximizing their existing subscription with the products. You will keep up to date on their project road-map and business requirements to determine how we can help solve their challenges and deepen our partnership.
You will develop and run Enterprise Workshops with our customer Developer Communities their business.
Internal Partnerships - Account Managers and Sales Leaders and to provide insights on customer health to drive retention and growth. You will also collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with the product road-map.
This is a post-sales role to achieve revenue retention through customer engagement and relationship management. It requires a deep understanding of financial services and how front, mid and back offices operate.
Role Responsibilities
Deliver tailored engagements (e.g. enterprise workshops) that help customers to maximize the value derived from our workflow solutions post sale and build intimacy.
Drive usage of API delivery of Enterprise content
Educate clients on the impact of regulation on their Enterprise Content (MiFID II, FRTB)
Have and maintain a clear revenue picture for the Enterprise suite of services within your client patch including key risk dates.
Build up and maintain client relationship with business and application owners to ensure the firm and brand are present within the client.
Effectively communicate the Enterprise Road-map to existing in relation to their business drivers.
Work collaboratively with other teams.
Monitor customer health, interpret and take action on Enterprise usage information focusing on “at risk” customers to mitigate cancellations and identify value optimisation opportunities
Provide insights to Market Development and Customer Proposition on customer and industry trends to drive the voice of the customer in business strategy
Shepherd customers to support channels available as part of the value the brand provides
Develop and execute the customer success strategy for our platform (feeds and enterprise business) to drive revenue retention
Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process
Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
Experience and Qualifications Required
5+ years of customer success / client relationship experience, pre-sales, or consulting role preferably within a platform and/or content organization
Familiar with TREP, Elektron Real Time, Elektron Managed Services, DACS; FX Trading system – Dealing 3000, Kondor+ - Financial software, front-to-back trading systems
Strong track record of identifying customer needs and successfully executing on retention and adoption strategies
Deep understanding and experience of Enterprise Technology, the Financial Services Industry and strong external network
Knowledge of WebSocket and REST API
Cross asset content knowledge covering real time and pricing and reference data feeds and the use of them into front office, middle office and back office applications
Experience in leading and coaching high performing teams.
Expertise in Regulations that impact the industry (MiFID II, FRTB, etc)
Be part of the local FinTech community with experience in Emerging Technologies e.g. cloud services, blockchain, big data, digital innovation etc
Ability to creatively map a customer’s business process, requirements and problems to solutions the firm offers
Ability to interact with customers in a consultative, face-to-face environment in a way that builds value for the customer and facilitates opportunities for future sales
Excellent communication and presentation skills to establish trusted advisor relationships 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
BSc degree required, MSc preferred – Computer Science / IT / Information Systems background with experience in financial services
Please email profiles to neha.kapoor@hirecap.in or sam.mohamed@hirecap.in