☑Foreign business ☑English language required ☑Japanese language required
Client Success Manager
Global Financial Services Firm
This is an award-winning, independent, research company providing data and intelligence to the financial industry. Investment professionals use our online products to obtain key information for business-critical decision-making. Our clients include fund managers, legal firms, institutional investors, financial advisors and placement agents.
Primarily a data company; the company is also a fast-moving fintech with a strong growth record and a world-wide staff base. Owned by our founder, directors and employee shareholders, we care passionately about our customers, brand and the employees that make it all happen.
Team Overview The Global Accounts Team manages our commercial relationships with our tier-1 clients. This includes all the large investment banks, alternative Investment fund managers, law firms, auditors, placement agents and primary third-party firms that service the alternative asset industry.
The CSM role sits within the Sales team is a client-facing position. The primary role of the CSM is to ensure that our existing clients are maximizing the value of us and continuously growing with us. The role will require a thorough understanding of our products and services to effectively support the clients. Working closely with the Global Accounts Team across different offices, the CSM will own the accounts' health, ensure growth and develop opportunities.
Roles and Responsibilities:
・ 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 understand the objectives and pain points in our users' existing workflow, then strategize and train clients on how to reach solutions and desired outcomes by using our products.
・ Discover ongoing opportunities to weave in our products/services into our clients' daily workflow.
・ Ensure subscriptions are configured and optimized with appropriate alerts, saved searches, target lists etc. Grow customer lifetime value by proactively engaging clients and serving as their advocate internally.
・ Nurture relationships with stakeholder.
・ Drive ongoing education and continued value of our products and services.
・ 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 and build relationships with healthy accounts. Discover trends for Success to implement as best practices for similar account types/use cases moving forward. Source client testimonials, referrals, etc.
Key Requirements for this Role:
・ Must have a "Client-first" attitude.
・ Strong communication skills, both verbal and written
・ Prior experience in Client Success or Client Service within the financial data vending industry (is a bonus)
・ Organized, detail-oriented with the ability to prioritize and respond quickly
・ Highly proficient in MS Office Suite and CRM systems. Experience with Salesforce is preferred
・ Working knowledge of the financial market data space, alternative assets, and financial services industries
・ Bachelor's Degree in Finance, Business or related field required
English Language level: Business level
Japanese Language level: Fluent - Native Level (Equivalent to JLPT N1)
Work permission in Japan required
~6.5 million JPY
(Experiences and skills will be considered)
・ Competitive starting salary in addition to a quarterly performance incentive and discretionary annual performance incentive.
・ Medical and dental benefits
・ 21 days holiday
・ Flexi Benefits - (Health care and wellness incentives)
・ We also sponsor employees to undertake professional training or to gain qualifications relevant to their career
Please click "apply" if you are interested in the job.
We will review your profile and contact you within five business days should we find that you satisfy the requirements of the hiring company.
Further details about the company and position will be notified at a later date.
Seniority Level: Associate
Job Function: Customer Service, Sales, Other