Job Description

As a Customer Success Manager, you will be responsible for encouraging relationships and being a trusted advisor to our Trading Customers who utilize our Trading Desktop & Enterprise Solutions through the customer experience journey. This role focuses primarily on driving adoption, integration and expansion of our solutions into the daily workflow of end-users and ensuring the retention strategy of this group of accounts. You will work mainly with trading desktop users, Desk Heads and Team Leads.

You will be responsible for the Customer Success Plans and the delivery of all agreed upon milestones. You will visit customers and form relationships with key stakeholders and user community to ensure we are delivering a world class customer experience. You will partner with the 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.

Role Overview

• Develop and execute the customer success strategy and customer success plan for trading accounts to drive revenue retention
• Deliver highly engaging customized workflow-based customer engagements
• Build deep relationships with key customer stakeholders to advise engagement strategy and build "Refinitiv advocates"
• Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends
• Monitor customer health, adoption metrics, renewals and execution of customer success plans
• 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
• Contribute to overall vision and strategy of the Customer Success Management Group

Your Success

A CSMs success will be measured by:

• High value customer engagements, onboarding activities, including various types of trainings/presentations
• Breadth & depth of customer relationships
• Retention and risk mitigation management
• Drive account growth with sales
• Contributions to role and process improvement

Qualifications/Skills

• 2-5 years of customer service/ client relationship experience, pre-sales, or trading role in bank or content organization
• Preferably with knowledge of & experience in FX trading space
• CFA certification or working towards cert
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level/Leadership/Team)
• Consistent track record of identifying customer needs and successfully executing on retention and adaption strategies
• Ability to adapt and thrive in a fast-paced environment and rapidly changing market
• Proactive and positive attitude that has a \xe2\x80\x9cWhatever it Takes\xe2\x80\x9d approach to increase customer happiness and deepen relationship
• Familiarity with programming languages or coding skill will be an advantage
• Bachelor\xe2\x80\x99s degree required
• Mandarin speaking preferred

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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