Job Description

Our global teams took on the challenge to make a difference in the way the global financial markets operate. Would you seek the same challenge?At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.As a Customer Success Manager, you play a key role in handling post-sales activities by driving business strategies to improve customer experience, usage and retention. The Customer Success Management team is responsible for driving adoption of Index solutions as well as identification of opportunities (Cross sell, up sell) that are passed through to Sales and Account Management. Next to having your own portfolio, you will also be responsible for deal renewal, on-boarding index products, and developing intimate relationships and being a trusted advisor to our customers. You will partner with the Account Managers and Sales Leaders by providing insights on customer health to drive retention and growth. Additionally, you will collaborate with Sales Strategy and Execution and Business to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.Role ResponsibilitiesDeliver tailored engagements that help customers improve value post-saleProvide transparency and ensure delivery on sales commitmentsDefine and implement customer success plans, particularly in the renewal processHelp customers meet their business objectivesUse deep domain knowledge of index business to educate customers on relevant products for relevant business needsPromote FTSER research, content and thought leadershipIdentify new and changing needs in business requirements \xe2\x80\x93 act as advocate on behalf of clients and develop granular relationshipsShare relevant product roadmap launches, getting client feedback & creating a feedback loop with productShepherd customers to available service channelsInput to product and proposition strategyDevelop and implement retention strategies as part of customer success planIdentify and investigate whitespace opportunities for action and share insights to aid salesProvide expertise on customer landscape to support account strategiesProactively manage 12-month check-ins for renewalsQualifications and Experience RequiredExcellent knowledge of, and experience in, the financial marketsSolid understanding of Equities and Fixed Income preferredStrong work experience in client facing roles such as account management, business developmentExperience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.Ability to adapt and thrive in a fast-paced environment and rapidly- changing marketSelf-motivating and resilient, proven track record and passion for driving outcomesManagement of activities and duties to successful conclusion by planning, prioritising and resourcing effectivelyAbility to work to schedules and ad-hoc business-critical asks in a timely mannerAbility to coach, mentor, engage, drive, manage and motivate a team.Excellent verbal and written communications abilitiesOutstanding presentation skillsWillingness to learn and be open minded to new ideas and changeVery diligentAble to use data to make decisions, simplify sophisticated problems and express themselves thoughtfullyStrong track record of identifying customer needs and successfully completing retention and adoption strategiesSpeaking English as a working languageBachelor\xe2\x80\x99s degree requiredLSEG 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\xe2\x80\x99s 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.Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it\xe2\x80\x99s used for, and how it\xe2\x80\x99s obtained, .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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