Customer Success Manager

Come join the LSEG team!

Role Overview:

As a Customer Success Manager (CSM) you connect clients to our products providing guidance throughout the customer’s lifecycle and creating the conditions for optimal contract renewal and growth!

This role is comprised of relationship management, client education, and workflow expertise. As a CSM you will serve as a trusted advisor to your customers, handling a portfolio of Asset and Wealth Managers that subscribe to LSEG solutions, passionate about turning market data into actionable insights.

What you'll do:

• Develop as a subject matter authority across a selection of LSEG’s products, specifically LSEG Workspace and LSEG Market Monitor, guiding clients to maximize their subscriptions. You’ll drive adoption of financial analytics and reporting tools that our clients have purchased for portfolio management and security valuations, risk management and regulatory reporting as well as historical and time series sensitivity analysis.
• Relationship Management: Maintain the relationship with your portfolio of LSEG customers, from sale to onboarding and expansion. You will build relationships, proactively contact users and visit their sites in person, with a small amount of travel required (25%). You’ll interact with a broad range of partners at financial institutions: C-Suite, heads of desks and end users (portfolio and fund managers, wealth managers, sales, traders).
• Monitor customer health and proactively identify risks. You’ll assess depth of product usage, frequency, and quality of interactions, and incorporate your understanding of your customer. You will create a strategy to mitigate any cancellation risk, partnering with different teams at LSEG and bringing customer intel back inclusive of the competitor market in your segment.
• Education: Demonstrate and educate end-users on how to use our solutions and models in a manner that is tailored to their specific workflow and use-case, regularly promoting new features, and reviewing product roadmaps with them so that we incorporate their feedback into our investment decisions.
• Drive organic expansion within your book of business, uncovering new opportunities by actively asking questions and proposing new products that can solve their needs.
• Partner with Account Managers, Implementation Specialists, Product Managers and Customer Support, among other teams, to ensure you’re addressing the customers’ needs, acting as their voice at LSEG.

Your Success: A CSM will be measured on:

• Customer engagement
• Product Adoption
• Revenue attrition and risk mitigation plans implemented
• Contribution to sales and renewals

Qualifications/Skills:

• Customer Service: +3 years of relevant work experience in customer success, sales, consulting, or other customer facing roles.
• Financial Knowledge: Demonstrated expertise with at least some of the following: wealth management, portfolio analytics, valuation, financial modeling.
• Software Skills: proficiency in Excel, Excel Add-Ins, and PowerPoint. Prior experience with Market Data applications preferred.
• Confirmed communicator comfortable facilitating customer meetings and building relationships .
• Strong problem-solving skills.
• Collaboration skills
• Proactive and positive demeanor.
• You value quality and pay close attention to detail, taking full ownership and following-through.

What we offer:

• Competitive salary package: base + quarterly bonus
• Pension plan contributions
• Comprehensive medical, vision, and dental coverage
• Flexible vacation and PTO policies
• Hybrid working with 3 days in the office or at client sites, and 2 days from home
• Learning and development opportunities for career growth
• A strong, fun culture of team collaboration working with a wide range of colleagues globally.
• A front seat into how technology powers financial markets in a role where you can customize your day-to-day

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.