Job Description

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

As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment and Wealth Solutions customers who utilize our Desktop & Enterprise Solutions through the customer experience journey. 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. You will work mainly with users in the Investment and Wealth Solutions space.

You will own the Customer Success Plans and the delivery of all agreed objectives. You will visit customers and build relationships with key partners and user community to ensure we are delivering the ultimate customer experience. You will partner with Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition 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 Refinitiv.

Role Responsibilities

• Develop and execute the customer success strategy for Investment and Wealth Solutions clients to drive revenue retention
• Monitor customer health, adoption metrics, renewals, and execution of customer success plans
• Delivering highly engaging customised product demos based on user workflow and their requirements
• Partner with sales leadership to provide insights on customer health 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 drive the voice of the customer in business strategy
• Build deep relationships with key customer stakeholders to inform engagement strategy and create "Refinitiv advocates"
• Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
• Contribute 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 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 complex 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 with ability to flex style depending on audience (C-Level / Leadership / Team)
• Ability to adapt in a fast-paced environment and rapidly- changing market
• Proactive and positive attitude as well as Growth mindset, has a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships
• Proven track record and enthusiasm for driving outcomes.

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose \xe2\x80\x93 driving financial stability, empowering economies and enabling customers to create sustainable growth \xe2\x80\x93 in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.

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