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Client Success Associate, APAC

TP ICAPSingapore

14 days ago

Job description

Role Overview

Parameta Solutions is the Data & Analytics division of TP ICAP. We are a multi-cultural organisation that has set exciting objectives to grow the business and increase contribution to group revenues across a five-year period. Aligned to this strategy is the position of a Client Success Associate, APAC to be located in the TP ICAP Singapore office.

The Client Success Team is primarily a post-sale function focused on delivering value to our clients, building strategic relationships, ensuring high satisfaction levels and high retention rates.

The Client Success Associate (CSA) APAC is reporting to the Head of Client Experience and will be assisting the Client Success Managers on all aspects of the end to end management of client activities, from the initial engagement and scope, to the final provisioning of services and day to day management. Understanding our data and processes as well as clients’ goals and challenges, ensuring high satisfaction levels and collaborating internally to deliver an excellent client experience is key to the role.

The CSA will be working closely with sales, data engineers, product, operations, marketing and at times, 3rd party vendors to cement client relationships and accelerate revenue growth.

Role Responsibilities :

Supporting the CSM with their assigned portfolio of clients as a strategic business partner, helping increase the engagement and retention of our client base; to demonstrate ROI and ensure outstanding levels of client satisfaction
Helping to ensure a seamless onboarding experience
Engaging with our clients to understand their business and goals, supporting Parameta Solutions clients strategy and delivering on agreed success outcomes
Utilising Salesforce dashboards and reporting to monitor relevant client data, spot trends and initiate action to further improve our client engagement.
Working internally on reviewing and optimising critical processes and documenting these
Collaborating cross-functionally to resolve client issues in a timely manner
Referral and advocacy – curating client satisfaction feedback and referrals
Working with the Data Engineering, Product and Support teams to deliver and act on valuable insights, issues and feedback from our end-users
Occasional travel within APAC as required
To fulfil any additional / ad hoc duties and projects as required to meet the needs of the business

Experience / Competences :

Essential :

Fluent English, both verbal and written other languages advantageous

Ability to deal with ambiguity and high levels of change

Excellent communication and interpersonal skills, with the ability to identify and provide comprehensive solutions for varying client needs

Thrives in a fast-paced environment

Enthusiasm to learn and absorb financial and technical information relating to our solution set

Ability to create and enhance relevant documentation

Confident in liaising with colleagues across departments and offices

Desired :

Experience of working with Market Data and Analytics extremely beneficial

Desire to build credibility and rapport with multiple levels of a client's organization

Additional Asian languages (both verbal and written) would be very advantageous, such as Japanese, Mandarin or Korean

Skilled in use of Salesforce.com and Microsoft applications (especially Excel)

Self-starter with ability to problem solve, adapt, and grow

Job Band & Level : Professional, 4

PARAMETA

LI-ASO

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Apac • Singapore