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.