Customer Success Manager, APAC (Japanese Speaking)

Group Overview:
The TP ICAP Group is a world leading provider of market infrastructure.
Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Parameta Solutions
Parameta Solutions is a leading global provider of OTC market data. From pre to post trade, our solutions help clients manage complex markets more effectively.
Matching buyers and sellers, we create liquidity and price discovery in these markets and provide insight and context to our clients. Our clients include banks, insurance companies, pension and hedge funds, asset managers, energy producers as well as risk and compliance managers and academic institutions.

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 Manager, APAC to be located in the TP ICAP Singapore office.
The Client Success Manager (CSM), APAC is a newly created position requiring a high level of self-sufficiency and proactivity. The role will be reporting to the Head of Client Success based in London and will be responsible for all aspects of assigned client activities as well as the deployment of new client accounts. Working with sales, data engineers, product, operations and at times, 3rd party vendors to ensure end to end management of client activities, from the initial engagement and scope, to the final provisioning of services, to daily management and continued success. Internally you will work closely with the sales, data engineering, product, operations and marketing teams to cement and accelerate growth.

Role Responsibilities:
• Owning your portfolio of clients as a strategic business partner, overseeing and increasing the adoption, engagement, and retention of your client base; to demonstrate ROI and ensure outstanding levels of client satisfaction
• Consulting with your clients to understand their business and goals, supporting Parameta Solutions clients strategy and delivering on agreed success outcomes
• Maximising the chance of contract renewal through sustained and valuable liaison with the key decision makers within each of your accounts
• Referral and advocacy – curating client satisfaction feedback and referrals
• Upselling – Making the most of upsell opportunities and spotting opportunities for new propositions that can be packaged and sold
• Acting as the expert on platform features and functionality; comfortably delivering training demonstrations
• Help evolve a scalable Client Success model and feeding this back into our sales, operations and product approach
• Working with the Data Engineering, Product and Support teams to deliver and act on valuable insights and feedback from our end-users
• Regular travel to Japan or across the region as required
• To fulfil any additional / ad hoc duties as required to meet the needs of the business

Experience / Competences:
• Proven track record of excellence
• 5-8 years of experience in a similar function
• Fluent Japanese & English
• Mandarin advantageous
• Experience navigating through complex organisations and effectively communicate and establish credibility and rapport with multiple levels of a client's organization
• Excellent communication and interpersonal skills, with the ability to identify and provide comprehensive solutions for varying client needs
• Confident in liaising with colleagues across departments and offices
• Thrives in a fast-paced environment
• Skilled in use of Salesforce.com and Microsoft applications (Word, Excel, PowerPoint)
• Self-starter with ability to problem solve, adapt, and grow with the sales organization
• Experience of working with Market Data and Analytics and with Financial Institutions
• Understanding of any sales methodology preferred

Company Statement:
The TP ICAP Group is committed to promoting Equality and Diversity and encouraging a culture that actively values difference. It is recognised that employees from different backgrounds and experiences can bring valuable insights to the work environment and enhance the way we work. TP ICAP aims to create a positive, cohesive and inclusive culture, where diversity is valued, respected and built upon. The objective is to recruit and retain a diverse workforce that reflects the global markets in which we work.
TP ICAP is also committed to ensuring that the backgrounds, beliefs and cultures of all its employees are respected and to ensuring that the working environment is free from discrimination, harassment, bullying or any other conduct which causes an employee’s suffering. The Group also is committed to encouraging diversity amongst its current workforce and candidates.