Customer Success Manager, Commodities

Summary

A Customer Success Manager (CSM) connects our most strategic clients to LSEG’s portfolio of software and desktop solutions. This is a client relations role to support our top accounts in Brazil at both financial institutions and corporates, specialized in Commodities and Energy. The CSM plays a vital role in ensuring that our customers fully leverage the value of the solutions purchased, creating conditions for optimal renewal and upselling. In a role that is comprised of relationship management, client education, data science and deep workflow expertise, the CSM manages a portfolio of accounts and end-users, being responsible for successful adoption, retention, and expansion of our solutions.

What you'll do:

• Develop as a subject matter expert across a selection of LSEG’s Workflows Solutions specifically our flagship desktop LSEG Workspace, our community chat LSEG Messenger and our Commodities data (agriculture, oil, gas, metals, sustainable finance). You’ll drive adoption of financial analytics and reporting tools that our clients have purchased.
• Relationship Management: Manage 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 stakeholders at financial institutions: C-Suite, heads of desks and end users (traders, sales, research analysts, risk managers, developers).
• 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, which for which you’ll bring our Sales teams to upsell and cross-sell.
• Partner with Account Managers, Implementation Specialists, Product Managers and Customer Support, among other teams, to ensure we're addressing your customers’ needs, acting as their voice at LSEG.

Your Success: A CSM will be measured on:

• Customer engagement: Breadth & depth of customer relationships
• Product Adoption
• Revenue attrition and risk mitigation plans implemented
• Contribution to sales and renewals
• Strategic projects and process improvement
• Portfolio Churn

Qualifications/Skills:

• +3 years of experience in the financial services industry, preferably in relationship management, sales, or other customer facing role.
• Knowledge of Commodities & Energy Industry
• Fluent in Portuguese and English. Spanish a strong plus.
• Knowledge of Equity Markets & Analysis with understanding of Sales & Trading, structure of a Trading desk, venues and technologies used.
• Software Skills: proficiency in Excel, Excel Add-Ins, PowerPoint, APIs. Experience using LSEG, Refinitiv or Reuters solutions preferred.
• Strong interpersonal skills and experience building relationships internally and externally.
• Experience facilitating customer meetings and presenting to an audience in a concise and inspirational manner.
• Strong problem-solving skills.
• Proactive and positive attitude.
• You value quality and pay close attention to detail, taking full ownership and following-through.

What we offer:

• Competitive salary package: base + quarterly bonus
• 401(k) with matching contribution.
• Comprehensive medical, vision, and dental coverage
• Flexible vacation and PTO policies.
• Hybrid working with 2/3 days in the office or at client sites, and 2/3 doing home-office.
• 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.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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