Description
As a Customer Success Manager, you will be a trusted advisor to our Wealth, Investment & Advisory Customers, guiding them through their customer experience journey with our Workspace solutions.
Your primary focus will be on driving the adoption, integration, and expansion of our solutions into the daily workflow of end-users, ensuring their retention and satisfaction.
In this role, you will develop and implement customer success strategies to drive revenue retention. You will deliver highly engaging, customized workflow-based customer engagements and build deep relationships with key customers to advise on engagement strategies.
By participating in industry events alongside the team, you will develop networking opportunities, enhance our brand presence, and stay up-to-date on industry trends.
We believe in delivering a world-class customer experience. You will visit customers, build relationships with the user community, and partner with Account Managers and Sales Leaders to provide insights on customer health, focusing on retention and growth.
Additionally, you will collaborate with Market Development and Customer Proposition teams to ensure customer needs align with our product roadmap.
Responsibilities:
- Deliver tailored engagements (e.g. market workshops) that help customers to maximize the value derived from LSEG solutions post sale and build intimacy
- Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
- Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
- Provide transparency to the customer and act a ‘quarterback’ to ensure LSEG delivers on sales commitments
- Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
- Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process
- Drive desktop sales from existing and new customers
- High-value customer engagements and onboarding activities, including various types of training and presentations
- Increase customer satisfaction at the desktop
Requirements:
- 5+ years’ Experience in Investment, Advisory and Wealth market
- Experience in Asset Management, Portfolio Management OR Equity and Economic Research as a plus
- Significant Workflow Expertise (e.g. knowledge of financial modeling, Excel, MS Office); knowledge of financial markets/ data apps.
- Strong customer service skills
- Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use CRM systems
- Training or related experience preferred
- College/ university degree or relevant work experience equivalent required
- Industry qualifications preferred (CFA, CAIA, MBA, FRM, etc.,)
- Fluency in English and French is required
Benefits:
- 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.