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.