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 successful candidate will play 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.
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 the 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