Customer Success Manager

Job description

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. Role Overview · Develop and implement customer success strategy to drive revenue retention · Monitor customer health, adoption metrics, renewals, and implementation of customer value plans · Deliver highly engaging and customised product demos based on user workflow and their requirements · Partner with sales leadership to provide customer insights with a focus on adoption, expansion opportunities, and renewals · Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to align customer needs with business strategy · Build deep and strategic relationships with customers to formulate engagement strategy and build "LSEG advocates" · Participate in industry events alongside the team to network, increase brand presence, and stay up to date on industry trends · Chip in to overall vision and strategy of the Customer Success Management Group 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 · 2-3 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 on-boarding, 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 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.