Customer Success Manager

FE fundinfo is a market leader as the company connects fund manufacturers and distributors with a single source of high-quality data and provides the tools, infrastructure and expertise needed to create, distribute, research and invest in funds.

09 October 2020


FE fundinfo is a market leader as the company connects fund manufacturers and distributors with a single source of high-quality data and provides the tools, infrastructure and expertise needed to create, distribute, research and invest in funds. 

The company’s strength is in its people, ethos, technology and innovation. The company’s products and services set industry standards for quality, accuracy, transparency and risk control.

Key Responsibilities

As a Customer Success Manager you will:

  • Work with customers to ensure onboarding, user adoption by creating workflows to help customers roll out the product internally.
  • Prospect-to-customer journey starts with a sales individual and ends with the customer support. During this journey, the customer success manager acts as an enabler for the customer
  • Coach/ train on benefits and usage of their solutions with services such as Help & Training, Communities, User Groups, webinars etc.
  • Identify new opportunities and collaborate with commercial teams to ensure pipeline growth and FE fundinfo increase our footprint within their business.
  • Create (work with relevant team) to dashboards to track customer behaviour and product usage.
  • Providing feedback to cross-functional internal teams to ensure customer needs are met.
  • Promote and improve the customer community portal.
  • Ensure any escalated issues are resolved quickly, utilising resources across our internal teams such as Support, Account Manager, Sales, Data, Product etc.
  • Manage critical escalations with clear execution plan and drive to get closure (which includes providing reporting and meetings with clients).
  • Function as the voice of the customer and provide internal feedback on how we can better serve our customers (establishing feedback process).
  • Coordinate with 1: Many customer Communications to synchronize all internal parties.
  • Maintain & gain knowledge of FE fundinfo’s products, data and processes to ensure we can provide our clients with maximum value from our solutions.
  • Maintain strong internal relationships strong business relationship with our Sales, Account Manager, Marketing, Client Delivery team
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to put appropriate processes/training in place.
  • Monitor KPI's identify churn risk and work proactively to eliminate that risk.
  • Negotiates terms & conditions with translation agencies

Personal Skills

FE fundinfo is looking for candidates who have the following skills:

  • Ability to understand and interpret client/business data in a clear and commercial manner
  • Product/business analysis experience desirable but not essential
  • Effective Communications / Stakeholder management skills:
  • Presenting and influencing credibly and effectively at all levels of the organization.
  • Presenting client/business data
  • Managing internal stakeholder
  • Excellent listening, negotiation and presentation skills
  • Excellent verbal and written communications skills
  • Ability to challenge effectively
  • Fluent in written & spoken English, German, French and/or Spanish would be beneficial
  • Professional curiosity, proactive and resourceful
  • Self-motivated and able to thrive in a data-driven environment
  • Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations
  • Effective Time Management
  • Critical thinking and problem-solving skills
  • Team Player with the ability to adapt / “can do” attitude

Software Requirement

  • Must be proficient with basic Microsoft Office 365 Suite
  • Salesforce (desirable)

Next Steps

If you are interested in applying please send an up-to-date cv with a covering letter ensuring that you put Customer Success Manager in the Subject Title to UK.Jobs@fefundinfo.com 

Please note closing date for applications is Friday 16th October 2020.