Client Success Manager

Company overview

RFI Global is the only global data and insights company focusing exclusively on financial services. We empower financial service leaders with the market intelligence they need to drive innovation and accelerate growth.

Partnering with the world’s top financial institutions, our expert team delivers tailored insights through a unique hybrid syndicated approach, drawing from over 200,000 consumer and 60,000 business interviews each year.

The role

This is an exciting time for RFI’s client-facing team, with the evolution of client success creating new opportunities to develop analytical skills and become more involved in client solutions. The Client Team plays a critical role in shaping the overall customer experience, retaining customers, and expanding the use of our product suite and services. The team builds deep relationships with existing clients through product delivery, understanding their business needs, and providing services and solutions to help address their challenges. Through these relationships, this role contributes to the company’s commercial goals.

This role is ideal for a market research analyst seeking a more client-facing position, with the opportunity to work across a diverse range of client needs.

Key responsibilities

Relationship

• Build strong relationships with clients and other key stakeholders through consistent account reviews and outreach, acting as a trusted advisor.
• Understand and gather clients’ business priorities to ensure the timely delivery of expected outcomes.
• Ensure high levels of customer satisfaction throughout assigned accounts.
• Capture customer experience and product feedback for RFI.
• Detect and respond to key stakeholder changes within each customer.
• Solicit customer references and case studies.

Commercial

• Grow existing business by identifying cross-sell and upsell opportunities when there is alignment with RFI products and services that help customers achieve their desired outcomes.
• Meet or exceed customer subscription retention goals by maintaining diverse data and insight use cases, leading to well-developed subscription business cases.
• Manage account plans.
• Manage the contract renewal process.

Client Process

• Plan and communicate client deliverables, including scheduling and liaising with clients, their stakeholders, and the RFI product team.
• Identify customer challenges and friction points, and proactively suggest better solutions and strategies.
• Ensure product and new feature adoption through customer communication and training.
• Respond to and manage analytical queries.

Collaboration

• Collaborate with client directors to plan each client’s engagement across delivery, needs analysis, account planning, and growth opportunities.
• Collaborate with research experts in the product team to innovate in response to client needs.

To succeed in this role, you will ideally have:

• Experience working in the market research or market data industry.
• Proven experience working directly on client outcomes and servicing.
• A strong interest in the financial services industry.
• Excellent communication and organisational skills.
• Ability to manage competing priorities.
• Willingness to challenge the status quo.
• A desire to work in a fast-moving environment.
• The ability to work and communicate effectively.

• Competitive salary and superannuation
• Great opportunity to work with a global team
• 25 days' annual leave + public holidays + birthday leave + 2 charity days
• Hybrid working arrangements
• Wellness and education contribution fund
• Monthly breakfast and quarterly social events
• Learning and development budget to help your professional growth.
• Loyalty leave
• Perkbox