Customer Success Managers (CSMs) connect our clients to LSEG/Refinitiv’s enterprise solutions. The CSM plays a vital role in ensuring that our customer’s fully leverage the value of LSEG/Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey. In a role that is comprised of relationship management, education, data science and deep functional expertise, the CSM is responsible for successful adoption and expansion of enterprise content, platforms, and technologies within his/her assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM collaboratively designs and implements engagements with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his/her accounts. By transforming our client’s business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth.
Role:
- 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 how to use our enterprise platforms, content, and technologies in a manner that is tailored to their specific use-case.
- Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth.
- Drive content usage growth and retention through regular engagement with your clients, discussing product/content roadmaps and improvements
- Collaborate with client application owners to ensure they are getting the most from our data. Document and share insight around their usage versus contract.
- Monitor and evaluate usage data, account health and growth opportunities to build measurable insights
- Build, maintain and foster positive relationships with key decision makers and users within each account to influence adoption; Build strong ties with users to facilitate smooth customer experience from subscribed data solutions
- Prompt business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements
- Support your assigned Accounts on their strategic content and service issues
- Provide Post-Sales Implementation support
Ideal Candidate will have:
- Strong multi asset content expertise across our pricing and reference data, delivered by Datascope and Tick History.
- Expertise in regulatory data delivered by Datascope and Tick History.
- Minimum 5 years client facing expertise in our Pricing and Reference content delivery, including Rest API.
- Knowledge and Interest in Data feeds and Enterprise solutions products
- Knowledge of Banking technology infrastructure, trading solutions, APIs, Cloud services, Financial Market data
- Customer-Centric mentality
- Ability to map a customer’s business process to product capability
- Knowledge of our competitors’ products and service
- Strong ability to collaborate with internal operational and account management teams
- Engagement skills with an ability to establish trusted advisor relationships with business decision makers
- Excellent communication skills. Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner
- Able to perform effectively under pressure
