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.