Customer Success Manager

Summary

We are looking for a highly motivated and hard-working professional to join our Customer Success Team specialized in Real Time Solutions. In a role that is comprised of relationship management, education, data translation, and deep functional expertise, CSMs are responsible for successful adoption and expansion of the LSEG Real Time solutions within their accounts. Equal parts trusted adviser and roadmap architect, the CSM collaboratively engages with key business decision makers, assists in reducing competitive risk, and identifies opportunities in their accounts. Through increasing customer satisfaction and adoption, CSMs create the conditions for optimal renewal and upsell growth potential.

Role Overview:

• Clearly define business outcomes and success plans to capture and track customer objectives, milestones, risks, and success metrics.
• Educate customers on how to use LSEG enterprise platforms, content, and technologies tailored to use-case needs.
• Monitor usage, account health, and growth opportunities to create actionable insights and strategically pivot as necessary.
• Seek out organic business expansion opportunities (up-sell / cross-sell) in collaboration with LSEG business development partners.
• Ensure customers derive maximum ROI from LSEG services and solutions, utilizing the full extent of their licenses/contracts.
• Build, maintain and leverage strong relationships with business decision makers and users within each account to gather customer intelligence and influence adoption.

Success Metrics:

• Successful renewal outcomes
• Breadth & depth of customer relationships
• Account health management
• Critical issue and risk mitigation management
• Customer adoption, loyalty, and satisfaction
• Thought Leadership

Qualifications/Skills:

• 3-5 years of commercial experience in B2B consultative selling/support, preferably in a SaaS company.
• Must have knowledge & experience in financial content and the financial services industry.
• Confidence engaging with a broad range of roles from market data managers, developers, application owners, data scientists, data architects, data engineers, market data, to c-level executives.
• Experience with real time infrastructure, market data workflows, cloud technologies, APIs, coding and/or open source technology.
• Ability to map a customer's business needs to product solutions.
• Strong ability to collaborate with internal operational and account management teams.
• Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
• Experience facilitating customer meetings and addressing an audience in a concise, inspirational and convincing manner.
• Strong project management, technical and problem-solving skills.
• Ability to travel to customer sites when required.
• BA/BS degree.

Compensation/Benefits 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.