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Customer Success Manager - Digital Wealth

London Stock Exchange Group London, United Kingdom
Posted 23 days ago Permanent Competitive
Customer Success Managers (CSMs) connect our most strategic clients to Refinitiv's portfolio of quant and feed solutions. The specialist plays a vital role in ensuring our customer's can unleash the full power of Refinitiv by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer's journey.
In a role that is comprised of relationship management, education, data science and deep functional expertise, CSMs are responsible for the successful adoption and expansion of our content within their assigned accounts.

Responsibilities are as follows:
Build and maintain strong customer relationships at all levels of customer organisations: analysts, researchers, data scientists, developers and quants at the world's largest and most prominent investment firms, banks and hedge funds;
Proactively identify at risk" customers/end users and established retention strategies to mitigate risk. Tactically focus on user workflow and data requirement;
Equal parts trusted advisor and roadmap architect, the CSM will collaboratively design and implement activities with end users and key business decision makers to assist in reducing competitive risk and identifying opportunities for expansion;
By transforming our client's business through user adoption of our suite of solutions, the CSM will create the conditions for optimal renewal and upsell growth;
Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them;
Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case;
Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary;
Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements;
Ensure customers derive maximum value from their investment, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth;
Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.

Who are we looking for?
Must have knowledge & experience in financial services with direct involvement with Digital Wealth customers.
Up-to-date with Market trends, customer challenges and opportunities in the Buy-Side and quant market;
Proficient in Excel;
Proven track record of managing a book of business;
Strong ability to collaborate with internal operational and account management teams;
Experience facilitating customer meetings and presenting in front of an audience;
Excellent listening, presentation, and communication skills at all business levels and displays effective interpersonal skills;
Ability to navigate complex customer and stakeholder environments, manage communications and project/engagement plans;
Well organised and self-motivated with the ability to work independently but also to be a team player.

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  R0086894
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