Customer Success Manager

Position Summary:

Customer Success Manager (CSM) connects our most strategic clients to LSEG’s portfolio of Risk Solutions. This specialist plays a key role in ensuring our customers discover the full power of LSEG by implementing workflow solutions while continuously providing scalable yet adaptable mentorship.

The Specialist will maintain a portfolio of mid tier client partnerships focused in the screening and due diligence space as well as work closely with the CSM Director to elevate the customer experience. The role is comprised of relationship management, education, deep functional expertise and leading standard processes for customer success. Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in client relationships. By redesigning our client’s business through user adoption of our suite of solutions, the CSM crafts the conditions for efficient renewal and upsell growth.

Role Responsibilities:

• Clearly define business outcomes and build a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.
• Demonstrate and educate customers on content and technology in a manner that is tailored to their specific use-case.
• Supervise usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot when vital.
• Timely Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
• Ensure customers derive maximum value from their investment, analyze all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.
• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption

Qualifications and skills: 

• 5+ years of frontline experience in customer success, account management or relationship management preferably within Risk and Compliance
• Execution focused with strong performance record, proactive, and positive.
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team), with success influencing other teams.

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.

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