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Customer Success Manager

London Stock Exchange Group Bangalore, India
Posted 1 month ago Permanent Competitive
Position Summary

At Refinitiv, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyses change.

As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our customers who utilize our products and services in the Investment Solutions area through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration, and expansion of our solutions into the daily workflow of our customers and end-users. You will work mainly with client groups in Investment Banking (IB) & Research Departments, Wealth segment, Private Equity, Developers, Equity offshore support in financial services.

You will own the Customer Success Plans and the delivery of all agreed upon milestones. You will visit customers and build relationships with key stakeholders and user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders provide insights on customer health to drive retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other sales leaders and horizontal teams to achieve success for our customers and Refinitiv.

Role Responsibilities
  • Develop and execute the customer success strategy for your assigned accounts to drive revenue retention
  • Monitor customer health, adoption metrics, renewals and execution of customer success plans
  • Deliver highly engaging customised product demos based on user workflow and their requirements
  • Increase product stickiness by demonstrating relevant new content and functionality that enable end users to improve efficiencies
  • Partner with sales leadership to provide insights on customer health 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 drive the voice of the customer in business strategy
  • Build deep relationships with key customer stakeholders to inform engagement strategy and create "Refinitiv advocates"
  • Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
  • Participate in strategic migration activities as required
  • Contribute to overall vision and strategy of the Customer Success Management Group
Qualifications and Experience Required
  • 5+ years of customer success/client relationship experience, pre-sales, or consulting role preferably within a financial data organisation
  • Deep understanding of Investment and Wealth Solutions workflow esp. function of IB, Research & Portfolio Management, Wealth Management with strong external network
  • Bachelor's degree required; any progression towards CFA will be preferable
  • Excel expert as well as API knowledge and working with Python will be preferable.
  • Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.
  • Strong track record of identifying customer needs and successfully executing on retention and adoption strategies
  • Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
Job ID  R0075637
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