Customer Success Manager

Job Overview

ISI Markets is looking for a Customer Success Manager (“CSM”) to join our Global Customer success team.

The CSM role is the direct link between ISI Markets and our selected accounts in the region. From onboarding through to contract renewal, the CSM’s mission is to ensure customers are increasing their engagement with our offering and are as satisfied as possible

The CSM will operate within the sales organization to help turn client relationships into revenue growth by maximizing retention and helping to uncover and close new business opportunities. The successful candidate will have strong commercial awareness and be able to draw on previous client-facing experience, as well as learn from the existing team to bring new perspectives and solutions to clients.

This role will focus on the client’s needs, ensuring they’re educated and supported to utilize their chosen services fully. The successful candidate will have a deep understanding of what motivates clients to use our products and facilitate that use at every touchpoint.

Key Responsibilities

Build trusted relationships with customers and help retain and grow their business

Ensure the smooth onboarding of clients and demonstrate an organized approach to regular proactive customer interaction

Leverage your understanding of customers’ business strategies, goals, and key initiatives to make every client engagement highly valuable

Advocate within the ISI Markets business to address the highest priority customer needs, being the true voice of the customer

Help ensure quick resolutions to client issues to minimize escalations

Help identify and develop new champion users within existing subscribers and new opportunities within the selected accounts

Work closely with internal resources to coordinate more bespoke client support and ensure a good fit of ISI Market’s offering into the customer persona and their workflow

Facilitate and maximize upsells and price increases by following jointly created success plans for selected Accounts

Be able to comfortably navigate and demo the UI, have a deep knowledge of our data and offerings, and work to soft-sell products through client engagement

Conduct proactive, scalable customer outreach to identify trends in customer usage and requirements. Reporting findings to internal stakeholders

Help ensure all customer facing training and information documents are of the required standard to facilitate the employment of our data into client workflows

Monitor usage of our products and provide monthly/quarterly health-check assessments on selected accounts to the Account Managers

Gather market feedback and collaborate with product and research teams to help shape future enhancements and the product roadmap

Required knowledge, skills and experience

Client centric and empathetic

Excellent communication and presentation skills

Organized, literate and passionate about clients

Direct financial services client-facing experience/economic studies background

An analytical and process-oriented mindset

Proficiency with CRM software and data analytics tools.

Understand pre and post sales principles and processes

Strategic thinker with a focus on achieving customer satisfaction and long-term retention.

What we offer:

Great working environment in an international company

Open and friendly working atmosphere

Excellent remuneration package

Flexible working culture and hybrid working model

About ISI Markets

ISI Markets is the most comprehensive source of trusted data and actionable insight on emerging and developed markets. We provide the intelligence and insights to act with confidence in the world’s highest potential and fastest growing markets. ISI Markets is comprised of four brands (CEIC, EPFR, EMIS and REDD) that share a common purpose to illuminate the opportunity in emerging and developed markets where information can be hard to obtain and even harder to rely upon. We leverage deep local knowledge, well established networks and leading-edge software and advanced analytics to deliver intelligence that informs our clients’ investment, strategic and risk decisions.