An associate customer success manager (CSM) connects our clients to LSEG’ s trading & banking solutions including desktop, analytics, and feeds. The CSM plays a vital role in ensuring that our customers fully harness the value of LSEG by discovering and implementing workflow solutions while continuously providing mentorship throughout the customer experience.
This is a post-sales role which drives commercial value creation through adoption of all LSEG solutions purchased by the customer to achieve revenue retention and customer engagement. The customer success manager plays a key role in improving customer experience by coordinating a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users. The scope includes engaging with customer in the trading & banking space and identification of opportunities (cross sell, up sell) that are passed through to sales and account management.
Equal parts trusted advisor and product guide, the CSM transforms our client’s business through user adoption of our suite of solutions & develops the conditions for optimal renewal and upsell growth.
Role Responsibilities
- Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, milestones, risks, and metrics needed to achieve them.
- Demonstrate and educate new customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case.
- Monitor usage, health gauges, competitive landscape, and any other relevant data to build a retention strategy.
- Find leads and connects with sales to work on growth opportunities. (Upsell and cross-sell).
- Work along other teams such as account managers, market development and customer proposition to ensure we are addressing our customers’ needs.
- Bring in customer intelligence and feedback.
- Ensure customers derive maximum value from their investment in LSEG services and solutions, use all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth.
- Build, maintain, and bring to bear positive relationships with business decision makers and users within each account to influence adoption.
- A CSM will be measured by:
- Breadth & depth of customer relationships.
- Portfolio retention.
- Escalation and risk mitigation management.
- Product adoption, contributions to growth and renewals.
Qualifications/Skills
- 2-4 years of experience in the financial services industry, preferably in trading, treasury or related fields
- Financial market knowledge & understanding of market landscape; ability to engage with & understand the needs of client personas involved in trading, FX venues, treasury
- Proficiency in German is a prerequisite
