Customer Success People Leader, Russia & CIS

We are Refinitiv, a new name in Fin-tech. Founded on 160 years of trusted heritage. We refine and deploy the world’s data to power and connect global financial markets in partnership with our 40,000 customers across 190 countries.

Our ambitions are bold. Through a culture where performance leads, we are creating more open and transparent financial markets to drive a more sustainable world. Our diverse teams of world-class experts have the power to make breakthroughs for customers and the industries they serve.

And you? Be the breakthrough. Activate your future and shape ours.

Responsibilities you will perform:

• Lead and develop a Customer Success team
• Build the talent strategy to develop existing talents, drive employee engagement and inclusion
• Develop and execute the CSM retention strategy for the market (Goals, Digital, Community, Playbooks) and ensure execution of regional and global CSM programs
• Mentorship team to build strong client relationships to understand the market needs and drive voice of the customer internally for all decision making
• Drive commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement
• Take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
• Collaborate with Account Managers, Sales and Customer Operations to ensure smooth hand offs in customer journey for efficient renewal and expansion outcomes
• Participate in industry events for both Clients and Customer Success, be a brand ambassador for Refinitiv

WHAT DO YOU NEED TO BRING?

• Leadership experience is required
• Preferable leadership background at:

1. Banking industry, investment/ brokerage/ asset management companies and other financial institutions;
2. Banking or corporate treasury
3. Trading/ Dealing department at a bank
4. Vendors/ Software companies with focus on financial institutions

• Proficiency in English and Russian both
• Shown ability to handle within a matrix environment, collaborate across multiple departments/organizations and influence at all levels
• Ability to empower, coach and mentor the team in a customer facing environment
• Strong customer service skills
• Financial Institutions’ industry understanding including: a) basic market knowledge; b) strong understanding of customers' business model

You will be even more competitive if you have:

• Deep financial markets understanding and understanding of market data
• Industry qualifications (CFA, MBA, FRM, MFE, CFE etc.)
• Knowledge of actual financial technologies and IT solutions for financial institutions, readiness to collaborate both with business departments and IT
• Training or related experience

You receive:

• Diversity: an ability to work within international company with presence in almost 190 countries and collaborate with colleagues abroad
• Development: e-learning platform, a range of workshops and international projects
• Onboarding: structured 8-weeks training and buddy support  
• Information:  access to real-time economic data
• Perks: private medical healthcare, meal allowance, wellbeing program, corporate pension plan
• Office in downtown: (Petrovka street)