At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.
As a Customer Success Manager, you play a key role in handling post-sales activities by driving business strategies to improve customer experience, usage and retention. The Customer Success Management team is responsible for driving adoption of Index solutions as well as identification of opportunities (Cross sell, up sell) that are passed through to Sales and Account Management. Next to having your own portfolio, you will also be responsible for deal renewal, on-boarding index products, and developing intimate relationships and being a trusted advisor to our customers. You will partner with the Account Managers and Sales Leaders by providing insights on customer health to drive retention and growth. Additionally, you will collaborate with Sales Strategy and Execution and Business to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.
Role Responsibilities
- Deliver tailored engagements that help customers improve value post-sale
- Provide transparency and ensure delivery on sales commitments
- Define and implement customer success plans, particularly in the renewal process
- Help customers meet their business objectives
- Use deep domain knowledge of index business to educate customers on relevant products for relevant business needs
- Promote FTSER research, content and thought leadership
- Identify new and changing needs in business requirements – act as advocate on behalf of clients and develop granular relationships
- Share relevant product roadmap launches, getting client feedback & creating a feedback loop with product
- Shepherd customers to available service channels
- Input to product and proposition strategy
- Develop and implement retention strategies as part of customer success plan
- Identify and investigate whitespace opportunities for action and share insights to aid sales
- Provide expertise on customer landscape to support account strategies
- Proactively manage 12-month check-ins for renewals
Qualifications and Experience Required
- Excellent knowledge of, and experience in, the financial markets
- Solid understanding of Equities and Fixed Income preferred
- Strong work experience in client facing roles such as account management, business development
- Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.
- Ability to adapt and thrive in a fast-paced environment and rapidly- changing market
- Self-motivating and resilient, proven track record and passion for driving outcomes
- Management of activities and duties to successful conclusion by planning, prioritising and resourcing effectively
- Ability to work to schedules and ad-hoc business-critical asks in a timely manner
- Ability to coach, mentor, engage, drive, manage and motivate a team.
- Excellent verbal and written communications abilities
- Outstanding presentation skills
- Willingness to learn and be open minded to new ideas and change
- Very diligent
- Able to use data to make decisions, simplify sophisticated problems and express themselves thoughtfully
- Strong track record of identifying customer needs and successfully completing retention and adoption strategies
- Speaking English as a working language
- Bachelor’s degree required
