Customer Success Manager
4 weeks ago
- Develop a deep understanding of our clients’ organizational structure, each users’ role, and day-to-day function.
- Act as consultants and problem solvers. CSM’s will go the extra mile to understand the pain points in our users’ existing workflow, then strategize and train clients on how to reach solutions and desired outcomes by using Preqin products.
- Discover ongoing opportunities to weave in Preqin’s products/services into our clients’ daily workflow.
- Nurture relationships with strategic accounts; drive ongoing education and continued value of our products and services
- In-depth understanding of your Book of Business and how to provide value-added solutions
- Constantly fostering customer centricity within the Sales team and wider business
- Proactively and empathetically engage clients at risk, ensuring urgent client issues are resolved in a timely manner
- Discovering trends for churn, optimizing processes for danger accounts moving forward
- Collaborate with other business units (product, strategy, marketing etc.) to empower the overall client experience and streamline all client success efforts/processes
- Building strong relationships with your clients and help source testimonials, referrals, etc.
- Minimum of years' experience in Client Success or customer facing roles in the finance, SaaS, tech or related industries
- Must have a “Client-first” attitude
- Experience using Excel, Salesforce and/or other CRM tools is desirable
- Strong interpersonal communication and listening skills; comfortable on phone.
- Comfortable travelling to visit clients within your remit
- Must have a can-do and problem-solving mentality. Views existing friction points in the product and customer journey as opportunities for improvement
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Customer Success Manager
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