Customer Success Executive

Job Overview:

ISI Markets is looking for a Customer Success Executive to join our Global Customer success team.

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

The CSE will operate within the sales organization to help turn client relationships into revenue growth by maximizing retention and helping to uncover and close new business 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 in EMEA region 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:

- Fluency in Polish and English is a must

- 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.

What we offer:

- A great working environment in an international company

- An open and friendly working atmosphere

- Work-life balance

- A hybrid working model - 3 days working from the office, 2 days from home

- 4 weeks per year you can work from any location of your choice

About ISI Markets:

ISI is a truly international company, with over 700 employees across 20 global locations. With a proud 30-year history, we are the leading provider of data, analysis, and research on the world’s fastest-growing and highest-potential growth markets.

Our culture is centered around our people. We take pride in supporting our employees to be the best they can be. Working with us means joining a collaborative environment and a great team of professionals.

To learn more, visit our website: www.isimarkets.com .

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