Customer Success Management Team Senior Associate, LCH Ltd

About us:

The LCH Ltd Customer Success Management (CSM) team is the front of house team for LCH customers. We ensure our customers have a smooth, supported experience across all LCH services from the point of onboarding to our clearing services and following go-live.

LCH sits within the Markets division of LSEG, and the CSM team is embedded in the LCH Operations function. We work closely with a wide range of internal stakeholders to support the customer base.

What You’ll Do:

• Provide dedicated account management for key customers, including regular in-person meetings and proactive engagement with strategic contacts. You will serve as their primary business-as-usual liaison for all LCH-related matters.
• Voice of the customer: collect & analyse customer feedback and advocate for change (when appropriate) on their behalf to drive improvements in our service offering.
• Be the first point of contact for customer liaisons via Service Cloud (Salesforce) — handling shared mailboxes and ensuring fast, friendly responses.
• Support key LCH initiatives, focusing on clear, proactive outward communications and member support.
• Own external member communications, from sending notices to handling follow-ups for BAU and as part of incident management.
• Help resolve customer concerns, providing guidance through issues with emotional intelligence and efficiency in a timely manner.
• Be a champion of the LCH Knowledge Centre & Portal! We seek to drive external adoption helping customers become more self-sufficient via our online resources! Have you got what it takes to engage our customers through this medium?
• Produce customer MI for senior management, highlighting engagement trends and member feedback. We want to delight our leadership team by showcasing our achievements!
• Collaborate with internal teams (Ops, Risk, and more) to ensure customer needs drive improvements.

What You Bring:

• A passion for customer service and relationship building.
• Excellent interpersonal skills and a proactive approach to account management.
• Experience with Salesforce or similar CRM tools.
• Strong partnership & team working skills along with a problem-solving attitude.
• Proven account management experience with a focus on investment banking/buy side clients.

Career Stage:

London Stock Exchange Group (LSEG) Information:

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 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.

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.

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 we are proud to 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) (we) may hold about you, what it’s used for, and how it’s 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.