Customer Success Manager

Customer Success Manager
This role is a post-sales role which drives commercial value creation through adoption of all LSEG solutions purchased by the customers to achieve revenue retention, customer happiness and customer engagement.
Coverage of clients are Indonesia, and based in Jakarta, Indonesia.
This position plays a key role in improving customer experience to fully use solutions into the daily workflow of end-users and ensuring customers’ business objectives are achieved.
The scope of solutions includes broader number of software and solutions (Desktop Programs, Data Feeds, FX Trading platforms, and Enterprise Solutions) that will engage customers across all LSEG products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales team and Account Management team.
 

Role Responsibilities: 

• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to increase usage.
• Retain revenue
• Educate customers on how the use of LSEG products can support their business objectives, and let customers sustainably use LSEG products.
• Provide excellent customer services through regular, proactive, and valuable customer contact and by responding quickly to incoming queries.
• Help our clients increase the benefit from our trading platforms by develop a keen understanding of their trading needs and configuring the platform to best deliver them. 
• Supervise return on investment customers get and competitor activity and react to threats.
• Help to grow the community by sourcing leads for prospects and then working with Proposition Sales colleagues to on-board them.
• Plan on accounts with Account Managers and internal team members as appropriate such that activity can help to drive retention and growth.
• Work with Market Development and front-line colleagues as appropriate to deliver campaigns for selling or promoting new capabilities to existing or new communities.
• Coordinate by using a network across the company.
• Collect customer intelligence and feedback and disseminate internally in a timely fashion.
• Understand the whole scope of product suite and continually look for new sales opportunities through close engagements with existing customers.

Experience and Qualifications Required:

• University / college degree, Master degree of MBA, Finance, or Investment is an advantage
• Excellent Service-minded
• Analytic skill, problem solving skill
• MS Office (Excel vba is an advantage)
• Significant FX/Rates markets and trading workflow expertise ideally through direct work experience in banking or corporate treasury is an advantage
• Proactive approach
• Strong customer relationship skills
• Able to work individually and as a team
• Presentation skills (verbal & written); Strong social skills; ability to organize and complete a sales plan

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.

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