About Net Roadshow


Since 1997, Net Roadshow has provided U.S. Securities & Exchange Commission (SEC)-compliant web-based solutions to the global investment banking and asset management communities. Our custom-built solutions include streaming media, telephone conference, document delivery and other products which enable the communications between the buy-side and sell-side financial firms in markets around the world.


Job Description

• Please note for this role fluency in English is a Must
• Eligibility to work in Hong King is also a requirement

We are looking for a customer-focused Customer Success Specialist to assist with communications both externally with our clients as well as internally among different service teams. The ideal candidate will be detail-oriented, comfortable with handling confidential information and focused on quality control, yet able to handle several tasks simultaneously. You must be proactive, able to speak, and write effectively and take pride in your daily work. Our business is fast-paced, so you must be able to complete tasks within tight deadlines and adapt to changes at a moment’s notice.


Key Responsibilities:

• Maintain working knowledge and stay up to date on all products globally: Net Roadshow, Conferencing, Research FN, Document Delivery, Data room

• Communicate with Customer Success Managers and team members on a regular basis to ensure everyone is informed of ongoing project developments.
• Collaborate with other teams and Departments

Required Skills:

• Communication skills: Communication skills are essential for Customer Success Specialists, as they often communicate with clients and colleagues in writing and verbally. You may also communicate with customers over the phone or video chat. Effective communication is key to building relationships with clients and colleagues, and it is important to be able to explain complex ideas in an easy-to-understand way.
• Product knowledge: Customer Success Specialists should have a thorough understanding of the products and services they represent. This can help you explain the benefits of the products to potential customers and help you identify ways to improve the products. You can also use product knowledge to identify potential customer needs and recommend products that can fulfill those needs.

• Critical thinking skills: Critical thinking skills are essential for Customer Success Specialists, as they often collaborate with customers to find solutions to their problems. For example, if a customer is dissatisfied with a product or service, the Customer Success Specialist may collaborate with the Customer Success Manager and cross teams internally to find a solution.
• Relationship building skills: Relationship building skills are also important for Customer Success Specialists. You may be responsible for developing and maintaining relationships with customers, colleagues, and other business partners. You can use relationship-building skills to build trust with clients and help them feel comfortable with your company.
• Active Listening and Empathy skills: Customer Success specialists often must use active listening and empathy when managing customer concerns or requests. You may also need to on occasions be flexible with how to allocate your time and resources by adjusting your working day.
• Teamwork and Collaboration: Teamwork and the ability to collaborate across teams and networks is a must have skill. As a 24/7 service provider these play a vitally important role in our day-to-day operations. It is important in a workplace setting to help promote a healthy and motivational environment. Working well as part of a team also promotes wellbeing and a supportive culture.

Example Tasks/Workflows:

• Document ALL client interactions, opportunities, and recommendations in CRM
• Pre- and post-show engagement
• Support with demos to new bankers to introduce NRS.
• Quarterly/yearly service reviews
• Track SLAs
• Quality assurance testing of new features
• Keep customer preferences updated, ensuring they are concisely written and easily understood by other teams.
• Liaise with the technical support team to routinely identify and relay the most common support issues
• Promote new features and Go to Market activity.

How Success is Measured:

• In-depth knowledge of Internal CRM system and tools
• Track towards business and customer goals determined in the quarterly account strategy reviews.
• Drive customer retention and success measures.
• Collaborate with the wider Customer Success team and other departments to promote customer engagement including sharing of ideas.

Required Skills and Proficiencies:

• Planning
• Building lasting relationships.
• Critical thinking
• Professionalism and strong work ethic
• Oral and written communication
• Active listener and empathetic to customers and colleagues
• Deliver a personalized customer experience.
• Emphasis on achieving customer goals.
• Proactively manage customer projects
• Attention to detail.