Associate Customer Success Manager

Job description

The Digital Customer Success Manager is a post-sales role which provides customers with a differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions. What You'll Be Doing: Drive commercial value creation through adoption of all Risk solutions purchased by the customer to achieve revenue, retention and customer engagement. Play a key role in enhancing customer experience by improving a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users. Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them. Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case. Monitor usage, health gauges, competitive landscape and any other relevant data to develop a retention strategy. Find leads and connects with sales to work on growth opportunities. Bring in customer intelligence and feedback into the CRM system. Ensure customers derive maximum value from their investment in LSEG services and solutions, apply all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth Build, maintain and demonstrate positive relationships with users within each account to influence adoption. What You'll Bring: University degree or relevant work experience equivalent. At least 1-2 years of customer success/customer relationship experience, pre-sales, or consulting role. Strong Microsoft Office proficiency. Client Screening, PEP Classification, Sanctions and KYC Due Diligence in-depth knowledge desirable. Financial & Risk industry knowledge required – AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers' business model. Ability to map a customer’s business process to product capability. Strong ability to collaborate with internal operational and account management teams. Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers. Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner. Strong problem-solving skills. Ability to adapt and thrive in a fast-paced environment and rapidly- changing market. Proactive and positive attitude that has a "whatever it takes" approach to increase customer happiness. What We Offer: We're proud to offer a working culture that supports growth, balance, and purpose: Hybrid and flexible working arrangements. A welcoming, inclusive culture backed by Employee Networks. A competitive referral bonus program. Access to private healthcare, wellness support, and pension contributions. Professional development opportunities and learning resources. Paid volunteer time to support causes that matter to you. A team that values your input and supports your goals. We believe diversity makes us stronger. If you have a disability or long-term health condition and need reasonable accommodations during the application or interview process, please let us know - we're here to support you! Career Stage: Senior Associate London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.