Buy-side Customer Success Manager - London Stock Exchange Group
Role overview: As a Customer Success Manager (CSM) you connect clients to our solution offering by providing value-driven strategies throughout the customer's lifecycle and crafting conditions for optimal contract renewal and growth.
This role is comprised of relationship management, stakeholder management, customer value plan, execution and reviews, client advisory, and financial markets workflow expertise. You will serve as a trusted advisor to your customers, handling a portfolio of Asset Managers, Research and Wealth/Financial Analysis that subscribe to LSEG solutions, and turning market data insights into actionable decision making.
What you'll do
* Develop as a subject matter authority across a selection of LSEG products, specifically LSEG Workspace, guiding clients to improve their realised value from their subscriptions. Drive adoption of financial analytics and tools for portfolio management, security valuations, risk management and regulatory reporting.
* Relationship Management: Maintain the relationship with your portfolio of LSEG customers from sale to onboarding and expansion. Build relationships, proactively contact end-users and visit their sites in person. Interact with a broad range of partners at financial institutions: C-Suite, heads of desks and end users (portfolio and fund managers, wealth managers, sales, traders).
* Monitor customer health and proactively identify risks. Assess depth of product usage, frequency and quality of interactions, and incorporate your understanding of the customer. Develop a strategy to mitigate cancellation risk, partnering with different teams at LSEG and bringing customer intelligence back, including competitor market insights in your segment.
* Value: Demonstrate products and work with end-users on how to use our solutions and models tailored to their workflow and use-case. Promote new features and review product roadmaps with customers to incorporate their feedback into investment decisions.
* Drive organic expansion within your book of business, uncovering new opportunities by asking questions and proposing new products that address customer needs.
* Voice of the Customer: Partner with Account Managers, Implementation Specialists, Product Managers and Customer Support to ensure issues are addressed, acting as the customers' voice at LSEG.
Your Success: A CSM will be measured on
* Customer adoption: productive face-to-face engagement, high-value engagement initiatives and active use of Workspace
* Sales leads
* Customer health assessments, Voice of the Customer, revenue attrition and risk mitigation plans
* Contribution to LSEG Academy, digital engagement channels and customer self-learning
* Strategic initiatives such as contributions to content and product enhancements, CX and competitive displacements
Qualifications/Skills
* +3 years of experience in portfolio management, portfolio analysis, or portfolio research workflows in financial markets. Proven expertise in front-office relationship management.
* Proficiency in MS Outlook, Teams, Excel and PowerPoint. Prior experience and interest in Power BI and Python preferred.
* Strong and creative problem-solving skills with proven proactive collaboration skills in matrix organisations.
* Proficient in French and English, with German as a plus.
This role provides Hybrid working with 3 days in the office or at client sites, and 2 days from home.
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 you will be part of a dynamic organization of 25,000 people across 65 countries. We value individuality and aim to enable you to bring your true self to work to help enrich our diverse workforce.
We are proud to be an equal opportunities employer. We do not discriminate on the basis of race, religion, color, 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. We can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs where required by law.
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 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.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) may hold about you, what it's used for, and how it' is obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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