Role Overview
The Client Success Team is a critical post-sale function dedicated to delivering exceptional value to our clients, fostering strategic partnerships, and driving high satisfaction and retention rates. As a Client Success Manager (CSM), EMEA, you will play a pivotal role in ensuring our clients achieve their desired outcomes while maximising the value of our solutions.
Reporting to the Head of Client Success in London, this role requires a proactive, self-sufficient, and creative professional who thrives in a dynamic environment. You will manage all aspects of client engagement—both strategic and tactical—while overseeing the successful onboarding and deployment of new accounts.
Your ability to understand client goals, leverage data-driven insights, and collaborate across internal teams will be key to delivering an outstanding client experience and accelerating revenue growth.
Key Responsibilities
1. Own and grow your client portfolio as a trusted advisor, driving engagement, retention, and satisfaction.
2. Consult strategically with clients to understand their business objectives and align solutions to deliver measurable success.
3. Ensure contract renewals by maintaining strong relationships with decision-makers and partnering closely with Sales.
4. Drive advocacy and referrals by capturing client feedback and promoting positive experiences.
5. Identify upsell opportunities and collaborate with Sales to introduce new propositions and solutions.
6. Collaborate cross-functionally with Data Engineering, Product, and Support teams to deliver insights, resolve issues, and enhance client outcomes.
7. Manage end-to-end client lifecycle, from onboarding and implementation to ongoing support and optimisation.
8. Travel across the EMEA region as and when required to strengthen client relationships and support strategic initiatives.
9. Perform additional duties as needed to support business objectives.
Experience / Competencies
Essential
10. Proven track record of success in client success, account management, or similar client-facing roles.
11. Experience working with Market Data & Analytics and serving Financial Institutions.
12. Ability to navigate complex organisations and build credibility with stakeholders at all levels.
13. Exceptional communication and interpersonal skills, with a consultative approach to problem-solving.
14. Comfortable collaborating across departments and geographies.
15. Resilient and adaptable in a fast-paced environment with changing priorities.
Desired
16. Proficiency in Salesforce.com and Microsoft Office Suite (Word, Excel, PowerPoint).
17. Additional language skills (verbal and written) are highly advantageous.
18. Self-starter with strong analytical and problem-solving abilities.
19. Familiarity with sales methodologies and client success frameworks.
20. Bachelor’s degree.
Band & Level
21. Manager / 6
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