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
