# Senior Associate, Customer Success Management

**Company**: LCH Ltd (LCH)
**Location**: PHL-Taguig City-CitiPlaza
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/PHL-Taguig-City-CitiPlaza/Customer-Success-Senior-Associate_R0123211?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f973291b-3a6

## Description

We are currently seeking a motivated and driven individual to join LCH Operations as Senior Associate, Customer Success Management, based in Manila.

The Customer Success Management team is a cross-service, client-facing team within LCH, primarily focused on delivering an excellent end-to-end customer experience. The team acts as the first point of contact for customer and relationship queries, sitting within the broader Operations function and working closely with a wide range of internal business partners to support the customer base.

The successful candidate will support the day-to-day coordination of a team of Client Service specialists responsible for activities across the different asset classes operated by LCH. The role provides an opportunity to develop a deep understanding of our products, internal systems and processes while helping manage workload, support operational priorities, and provide day-to-day guidance to junior team members.

Key responsibilities of the role:

- Act as a key entry point for customer and relationship queries, using Service Cloud within Salesforce to support a shared mailbox and help ensure quick, efficient response times for customers.

- Create and maintain customer relationships globally, with regular engagement through email and phone.

- Support member escalations, helping members work through issues or concerns in a timely and effective manner while escalating complex matters appropriately.

- Support the distribution of member communications on behalf of the business and respond to incoming queries following key member notices.

- Ensure that platinum customers in the region are serviced appropriately and receive enhanced support in line with agreed service levels.

- Assist with day-to-day workload coordination and provide practical guidance to junior colleagues to support consistent service delivery.

- Support the Knowledge Portal by helping create and maintain content that enables customers to become more self-sufficient.

- Prepare customer management information for key business partners across the firm, highlighting engagement trends and member feedback across all LCH services.

Experience and skills required:

- Broad understanding of LCH businesses and the markets in which they operate.

- Strong relationship management or client service experience, ideally with existing market contacts.

- Experience supporting team delivery, assisting with workload coordination, or providing guidance to junior colleagues would be beneficial.

- Degree qualification or equivalent professional experience.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

## Skills

### Required
- Service Cloud
- Salesforce
- client service
- relationship management

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Source: [Apply at lseg.wd3.myworkdayjobs.com](https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/PHL-Taguig-City-CitiPlaza/Customer-Success-Senior-Associate_R0123211?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)