Client Success Manager- Asset Management and Real Estate APAC

Oxford Economics, a leading global economic research and consultancy firm, is looking to hire a Client Success Manager This position will be responsible for working with the Business Development and Account Management teams to manage Oxford’s subscription clients across APAC sales territory to ensure retention and renewal of client accounts. The CSM will be responsible for onboarding and training of new clients, handling client enquiries, retaining subscription revenues, identifying up-sell potential, and increasing usage and adoption of Oxford’s services across the client base. The CSM should be proactive in looking after their customers’ needs and have demonstratable skills in problem-solving, communication, and collaboration This position is an integral part of Oxford’s growth plans for the APAC team and is an exciting opportunity to join a fast-growing company at the forefront of the industry. The key responsibilities within this role include:

Key Responsibilities

• Drive service adoption and responsible for retention of client accounts
• Increase client usage of subscription services
• Onboarding and training of new client users
• Work with the Account Managers to identify upsell potential and cancellation risks and help to create a strategy to manage renewals
• Answer client questions and liaise with the relevant internal BD and other internal stakeholders such as, economists or IT as required
• Track client usage for internal reporting and client support
• Work with the finance department to manage payment and late invoices
• Become proficient in IT delivery options such as API, datafeeds and 3rd Party compatible platforms.
• Working with the Account Managers, BD and Economists to produce regular content led mailings.
• Notify clients of product developments and upcoming events and webinars.
• Become proficient on Salesforce, to log all client interactions including- sales, uplifts, cancellations, and client queries

Internal Communication

• Report on opportunities, challenges, product development requests and product feedback
• Prepare and maintain quarterly summaries of accounts and account usage for renewals
• Identify and share intelligence on client usage
• Analyse and draw insight from data on account behavior and activity for the full book of business

Skills, Knowledge & Expertise

• A proven, demonstratable customer success track record.
• 5+ years in a customer service role
• Must be highly organized and able to manage multiple projects at once
• Candidate must have strong presentation and writing skills
• Must have knowledge of Microsoft Word, Excel, and PowerPoint
• Knowledge of Salesforce
• Must be a self-starter, with the drive to set and reach ambitious goals
• Must be a team player
• Confident on the phone with face to face meeting experience.

Equal Employment Opportunity (EEO)

Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

About Oxford Economics

Oxford Economics was founded in 1981 as a commercial venture with Oxford University’s business college to provide economic forecasting and modelling to UK companies and financial institutions expanding abroad. Since then, we have become one of the world’s foremost independent global advisory firms, providing reports, forecasts and analytical tools on more than 200 countries, 250 industrial sectors, and 7,000 cities and regions. Our best-of-class global economic and industry models and analytical tools give us an unparalleled ability to forecast external market trends and assess their economic, social and business impact
Headquartered in Oxford, England, with regional centres in London, New York, and Singapore, Oxford Economics has offices across the globe in more than 15 cities. We employ more than 400 professional economists, industry experts and business editors—one of the largest teams of macroeconomists and thought leadership specialists. Our global team is highly skilled in a full range of research techniques and thought leadership capabilities, from econometric modelling, scenario framing, and economic impact analysis to market surveys, case studies, expert panels, and web analytics

Department

APAC Sales

Employment Type

Full Time

Location

Sydney, Australia

Workplace type

Hybrid