Customer Success Executive

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:

Ability to communicate effectively in Thai and Bahasa Indonesia (both oral and written) will be considered as an advantage.

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.