Client Success Manager
6 months ago
**Client Success Manager **-** Co**mmodity Market Data**:
**Based in **Dubai**, UAE**
**About Argus**
Argus is the leading independent provider of market intelligence to the global energy and commodity markets. We offer essential price assessments, news, analytics, consulting services, data science tools and industry conferences to illuminate complex and opaque commodity markets. Headquartered in London with over 1,400 staff, Argus is an independent media organisation with 30 offices in the world’s principal commodity trading hubs.
Companies, trading firms and governments in 160 countries around the world trust Argus data to make decisions, analyse situations, manage risk, facilitate trading and for long-term planning. Argus prices are used as trusted benchmarks around the world for pricing transportation, commodities and energy. Founded in 1970, Argus remains a privately held UK-registered company owned by employee shareholders and global growth equity firm General Atlantic.
Argus Media is committed to ensuring career and personal growth for all its staff and provides extensive training and career development opportunities, as well as participation in employee-led initiatives, including a women’s network. Our core values are Excellence, Integrity, Partnership and Inclusivity.
**What will you be doing?**
As **Customer Success Manager**, you will be responsible for ensuring our clients are fully aware of the content they have licensed and understand how to access such content. You will provide comprehensive client support which is achieved through liaising closely with the Sales, Finance, Technology and Editorial teams where necessary to resolve issues. You actively seek opportunities to embed and grow usage of our services through direct client interactions.
- Work effectively across the organisation with key stakeholders. This will include aligning with Sales around cross-sell and up-sell and focusing on selling with a retention focus, aligning with product and business development about driving the product roadmap and aligning with marketing around driving marketing activities to existing subscribers.
- Ensure optimum activity levels are delivered and meet key performance indicators (KPIs).
- Educate clients on how to maximise the value they receive from a relationship with Argus Media.
- Be a representation of Argus to our clients, engaging them from the start of the commercial relationship through client visits, energetic feedback, and focusing heavily on client satisfaction.
- Provide excellent customer experience to Argus customers, from smooth on-boarding to resolving queries to ensure CS KPIs are achieved.
- Utilise the CRM, to track accounts throughout their subscription lifecycle, analyse client usage trends and identify tactics to drive growth and protect revenues.
- Accurately maintain customer, user records and client engagement activity efficiently.
- Participate in client engagement initiatives to increase client retention and account penetration.
- Gather competitor intelligence.
- Be the client advocate when Argus is designing new products, engaging their feedback and voice to help shape changes to Argus products and launches of new offerings.
- Attend and coordinate marketing presence at relevant industry conferences/events and dedicated client events to increase awareness of Argus platforms and content.
**What we’re looking for in you**
- Experience working in customer success/service or sales environment.
- Experience of working with stakeholders across the organisation.
- Must be flexible with the ability to work effectively and collaboratively in a team-oriented environment, including the ability to relate successfully to a variety of people externally and internally, forging strong professional relationships.
- Highly organized with strong attention to detail.
- Experience using databases or sales processing systems.
- Good knowledge of Microsoft Excel.
- Excellent communication, interpersonal and relationship building skills.
- Strong co-ordination and time management skills with the ability to meet deadlines.
**What’s in it for you**
- Work within a highly motivated team with an industry leader and rapidly growing global company
- Competitive salary and commission structure in line with education, experience, and skills
- Hybrid working model - Work from Home options available
- Healthcare insurance in the UAE
- 24 days holiday plus public holidays
- Career development and promotion from within the culture
- Ongoing training, mentoring and development opportunities
- Employee Welfare & Employee Assistance Programme
***
**Travel**
- Business meetings, cover conferences and events (5-20% regional travel is expected).
**Hours**
Monday through Friday, 9.00 a.m. to 6.00 p.m.
Earlier or later hours, or weekend hours, may be expected on occasion.
*
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