Associate Customer Success Manager

• Drives commercial value creation through adoption of all Risk solutions purchased by the customer to achieve revenue retention and customer engagement.
• Plays a key role in enhancing customer experience by leveraging a network of experts across Refinitiv and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users.
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case.
• Monitor usage, health gauges, competitive landscape and any other relevant data to create a retention strategy.
• Find leads and connects with sales to work on growth opportunities.
• Bring in customer intelligence and feedback into Refinitiv CRM system.
• Ensures customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth.
• Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.

Qualifications And Experience Required

• Italian language compulsory
• University degree or relevant work experience equivalent
• Client Screening, PEP Classification, Sanctions and KYC Due Diligence in-depth knowledge desirable
• Financial & Risk industry knowledge required – AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers' business model
• Ability to map a customer’s business process to product capability.
• Strong ability to collaborate with internal operational and account management teams.
• Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
• Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.
• Strong problem-solving skills
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market.
• Proactive and positive attitude that has a "whatever it takes" approach to increase customer satisfaction.