The Client Experience Manager (CEM) role oversees all aspects of the client’s engagement life-cycle from early stages of the sales engagement through delivery, go-
live and most importantly post go-live engagement to ensure we are delivering excellence in client experience at all stages.
The CEM provides critical leadership in developing, executing, and continually improving our client facing operational strategies and back office processes
Refinitiv ERMT products are leading products in the the GRC Platform space and Zer0-Code application development space. The Refinitiv ERMT team is a fast-
paced growing organization with a global community of tier-1 clients across all industries. Maintaining excellence of client experience is a key strategic objective for the business.
Main Responsibilities -
Establish and nurture rapport with clients that is conducive to a long-term business relationship
Promote business growth from existing clients by ensuring they receive world-class responsiveness, accuracy and timeliness of specialized services.
Proactively check in with clients on a regular basis independent of any sales or support related activity.
Develop a world-class client reference program to support new sales activity while managing reference burden across key accounts.
Provide leadership and assume responsibility for key support services including, but not limited to contact center support, training, procurement support services and production support services
Work closely with the clients leadership to identify and develop new sales opportunities within existing client base.
Schedule and manage client engagement events such as customer roundtables and product feedback groups.
Participate as required in client facings aspects of new account implementation and development.
Proactively identify and orchestrate prompt resolution of internal and client issues
Develop and manage the back-office processes and tracking systems required to support and execute prompt and effective implementation of new client programs
Continually offer input to innovate processes, systems, organization and culture to support excellence in client experience.
Extensive experience in a similar position and increasing responsibility in a leadership role focused in the area of software sales and / or account management.
Knowledge of and experience working within the Governance Risk and Compliance market with specific focus on Software platform sales.
Experience with Zer0-Code configuration on Connected Risk technology
Bachelors degree (or equivalent experience)
Strong oral and written communication skills supporting a required ability to articulate clear ideas and strategies
Excellent presentation skills and comfort leading meetings with executive audiences
Strong negotiation, problem solving, and project management skills
Detail oriented with excellent & consistent follow through skills
Ability to travel and to conduct presentations
The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change.
With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and content all supported by human expertise.
At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.
As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.
Refinitiv is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.