Customer Success Manager

Job Overview

ISI Markets is looking for a Customer Success Manager (“CSM”) to join our Customer success team in South Asia.

The CSM role is the direct link between ISI Markets and our selected accounts in the region. From onboarding through to exploring growth opportunities, the CSM’s mission is to ensure customers are increasing their engagement with our offering and are as satisfied as possible

The CSM will operate within the sales organization to help turn client relationships into revenue growth by maximizing retention and helping to uncover and close new growth opportunities. The successful candidate will have strong commercial awareness and be able to draw on previous client-facing experience, as well as learn from the existing team to bring new perspectives and solutions to clients.

This role will focus on the client’s needs, ensuring they’re educated and supported to utilize their chosen services fully. The successful candidate will have a deep understanding of what motivates clients to use our products and facilitate that use at every touchpoint.

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 AM Team to maximize upsells and price increases by following jointly created success plans for selected Accounts.
• Be able to comfortably navigate and demo the EMIS & CEIC 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

• Client centric and empathetic
• Excellent communication and presentation skills
• Organized, literate and passionate about clients
• Direct financial services client-facing experience/economic studies background *preferable
• 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.

What we offer

• Great working environment in an international company

• Open and friendly working atmosphere

• Work-life balance

• Hybrid working model

• 4 weeks a year you can work from any location that you choose.

If you are interested in this opportunity, please send your resume in English.

About ISI Markets

ISI is a truly international business with over 700+ employees based across20 locations. We have a proud 30-year history as the leading provider of data, analysis and research on the world’s fastest growing and highest potential growth markets.

Our culture is purposed around our people, and we pride ourselves on supporting our employees to be the best they can be. Working for us will mean being part of a supportive environment and great team of professionals.

www.isimarkets.com.