Job Description
A customer success manager (CSM) connects our clients to LSEG’ s investment solutions, including desktop, analytics, and feeds. The CSM plays a vital role in ensuring that our customers fully leverage the value of LSEG by discovering and implementing workflow solutions while continuously providing guidance throughout the customer journey.
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 enhancing customer experience by utilizing 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 investment and advisory space and identification of opportunities (cross sell, up sell) that are passed through to sales and account management.
Equal parts trusted advisor and product expert, the CSM transforms our client’s business through user adoption of our suite of solutions & creates the conditions for optimal renewal and upsell growth.
Role Responsibilities
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 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 create 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, utilize all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth.
Build, maintain, and leverage strong 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
BCom/BSc degree
2-5 years of experience in the financial services industry, preferably investment banking, asset management, portfolio management or research analysis.
Financial market knowledge & understanding of market landscape; ability to engage with & understand the needs of researchers, economists, investment & portfolio managers.
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.
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