Description
We are seeking a Digital Customer Success Manager to join our team. As a Digital Customer Success Manager, you will play a key role in improving customer experience by leveraging a network of experts across LSEG along with an at-scale framework, to ensure customers' business objectives are achieved through full utilization of solutions into the daily workflow of end-users.
Responsibilities:
- Provide customers with differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realize the full value of our workflow solutions
- Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, achievements, 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 build a retention strategy
- Find leads and connects with sales to work on growth opportunities
- Bring in customer intelligence and feedback into LSEG CRM system
- Ensures customers derive maximum value from their investment in LSEG services and solutions, apply all licenses and collaborate with other LSEG collaborator teams to ensure retention and growth
- Build, maintain and bring to bear positive relationships with decision makers and users within each account to influence adoption.
Requirements:
- Proficiency in English and Korean
- University degree or relevant work experience equivalent
- Financial industry knowledge required – 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 addressing 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
What you'll get in return:
- Hybrid working: 4 days in the office
- Diverse, collaborative team culture
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