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.