Description
We are seeking a Customer Success Manager to foster intimate relationships and be 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.
Responsibilities:
- 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
- Contribute to overall vision and strategy of the Customer Success Management Group
Your Success:
- 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