Customer Success Manager

About the job

Do you have a passion for helping people and serving as their voice to shape our business and meet their needs? At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyses change. As a Customer Success Manager, you are responsible for fostering intimate relationships and being a trusted advisor to our customers who use our Workflow Solutions. The CSM plays a vital role in ensuring our customers fully leverage the value of LSEG by discovering and implementing our solutions while continuously providing guidance throughout the customer's journey, creating the conditions for optimal renewal as well as revenue expansion. This role focuses primarily on driving value creation, executing retention strategy to ensure adoption, and the integration and expansion of our solutions into the daily workflow of end-users. Your portfolio will primarily comprise of clients in the Asset Management, Wealth Management, and Investment Banking spaces. You will be the owner of Customer Success Plans and the delivery of all agreed upon objectives. You will visit customers and establish relationships with key partners and user communities to ensure we are delivering the ultimate customer experience. You will partner with Account Managers and Sales Leaders by providing insights on customer health to drive retention and growth. Additionally, you will collaborate with Product Teams and Customer Proposition to provide the voice of the customer to align their needs with our product roadmap. Furthermore, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG. Your Success A CSM's success will be measured by: • High value customer engagements, including onboarding activities and various types of trainings/presentations • Breadth & depth of customer relationships • Retention and risk mitigation management • Revenue expansion opportunities • Contributions to role and process improvement Qualifications/Skills • 2-5 years of customer success/client relationship experience, pre-sales, or role preferably within a financial data organisation • Bachelor's degree or equivalent required, CFA or CFA Candidate/MBA preferred • Strong financial markets knowledge (includes Equities, FX, Fixed Income, Funds, Macroeconomics) • Deep understanding of Capital Markets, Investment Advisory/Wealth markets, the role and function of Buy-side/Sell-side analysts, Portfolio Managers, Investment Bankers, Private Bankers, Wealth Managers, the Financial Services Industry and a strong external network • Strong work experience in client facing roles in account management and/or relationship management roles in Wealth markets and/or Capital markets. • Experience in onboarding, set up, training/product demos, resolution and customer concern of issues, client retention. • Able to use data to make decisions, understand/interpret data sets to analyse trends, simplify sophisticated problems and express themselves thoughtfully • Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals • Excellent communication and presentation skills while being flexible depending on audience (C-Level / Leadership / Team) • Ability to adapt in a fast-paced environment and rapidly changing market • Proactive and positive demeanour as well as Growth mindset, has a steadfast approach to increase customer satisfaction and deepen relationships • Proven track record and passion for driving outcomes Career Stage: Senior Associate

Requirements

• Customer Success
• Client Relationship Management
• Financial Markets Knowledge
• Communication Skills
• Data Analysis

Qualifications

• Bachelor's degree
• CFA or CFA Candidate/MBA preferred

Preferred Technologies

• Customer Success
• Client Relationship Management
• Financial Markets Knowledge
• Communication Skills
• Data Analysis

Benefits

• healthcare
• retirement planning
• paid volunteering days
• wellbeing initiatives

About the company

LSEG is a leading global financial markets infrastructure and data provider. Their purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. LSEG values innovation, quality, and continuous improvement and operates a diverse workforce of 25,000 people across 65 countries.