Job Description

Do you have a passion for helping people and serving as their voice to shape our business and meet their needs?

At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyses change.

The Customer Service Manager (CSM) is responsible for encouraging intimate relationships and being a trusted advisor to our customers who use our Desktop & Enterprise Solutions. This role focuses primarily on driving value creation and execution of the retention strategy to ensure adoption, integration, and expansion of our solutions into the daily workflow of end-users. Your clients will mainly come from the Investment and Wealth Solutions space.

You are accountable for implementing Customer Success Plans and the delivery of all agreed objectives. Customer visits are done to establish relationships with key partners as well as the user community to ensure we are delivering the ultimate customer experience. Collaboration with Account Managers and Sales Leaders are encouraged in order to provide insights on customer health to drive retention and growth. Additionally, collaboration with Product Teams to advocate for the customer is encouraged to align their 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 Responsibilities

• Develop and implement customer success strategy to drive revenue retention
• Monitor customer health, adoption metrics, renewals, and implementation of customer value plans
• Deliver highly engaging and customised product demos based on user workflow and their requirements
• Partner with sales leadership to provide customer insights with a focus on adoption, expansion opportunities, and renewals
• Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to align customer needs with business strategy
• Build deep and strategic relationships with customers to formulate engagement strategy and build "LSEG advocates"
• Participate in industry events alongside the team to network, increase brand presence, and stay up to date on industry trends
• Chip in to overall vision and strategy of the Customer Success Management Group

Qualifications and Experience Required

• 2-3 years of customer success/client relationship experience, pre-sales, or role preferably within a financial data organisation
• Bachelor\xe2\x80\x99s degree or equivalent required, CFA or CFA Candidate/MBA preferred
• Strong financial markets knowledge (includes Equities, FX, Fixed Income, Funds, Macroeconomics, Quant)
• Deep understanding of Capital Markets, Investment Advisory/Wealth markets, the role and function of Buy-side/Sell-side analysts, Portfolio Managers, Quant Analysts, Investment Bankers, Private Bankers, Wealth Managers, the Financial Services Industry and a strong external network
• Strong work experience in client facing roles in account management and/or relationship management roles in Wealth markets and/or Capital markets.
• Experience in on-boarding, set up, training/product demos, resolution and customer concern of issues, client retention.
• Able to use data to make decisions, understand /interpret data sets to analyse trends, simplify sophisticated problems and express themselves thoughtfully
• Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
• Excellent communication and presentation skills while being flexible depending on audience (C-Level / Leadership / Team)
• Ability to adapt in a fast-paced environment and rapidly-changing market
• Proactive and positive demeanour as well as Growth mindset, has a steadfast approach to increase customer satisfaction and deepen relationships
• Proven track record and passion for driving outcomes

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. 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.

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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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