Customer Success Manager, Commodities

Overview

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A Customer Success Manager (CSM) connects our most strategic clients to LSEG’s portfolio of software and desktop solutions. This is a client relations role to support our top accounts in Brazil at both financial institutions and corporates, specialized in Commodities and Energy. The CSM ensures our customers fully leverage the value of the solutions purchased, creating conditions for optimal renewal and upselling. The role comprises relationship management, client education, data science and deep workflow expertise, and involves managing a portfolio of accounts and end-users to achieve successful adoption, retention, and expansion of our solutions.

• Develop as a subject matter expert across a selection of LSEG’s Workflows Solutions, specifically our flagship desktop LSEG Workspace, our community chat LSEG Messenger, and our Commodities data (agriculture, oil, gas, metals, sustainable finance). Drive adoption of financial analytics and reporting tools that clients have purchased.
• Relationship Management: Manage the relationship with your portfolio of LSEG customers from sale to onboarding and expansion. Build relationships, proactively contact users and visit sites in person, with travel required (approximately 25%). Interact with a broad range of stakeholders at financial institutions: C-Suite, heads of desks and end users (traders, sales, research analysts, risk managers, developers).
• Monitor customer health and proactively identify risks. Assess depth of product usage, frequency, and quality of interactions; develop strategies to mitigate cancellation risk, partnering with different teams at LSEG and incorporating customer insights, including competitor information where relevant.
• Education: Demonstrate and educate end-users on how to use solutions and models tailored to their workflow and use-case; promote new features and review product roadmaps with customers to incorporate feedback into investment decisions.
• Drive organic expansion within your book of business by uncovering new opportunities, asking questions, and proposing new products to upsell and cross-sell with support from Sales teams.
• Collaborate with Account Managers, Implementation Specialists, Product Managers and Customer Support to ensure customer needs are addressed and represent the customer voice at LSEG.

• Customer engagement: Breadth and depth of customer relationships
• Product adoption
• Revenue attrition and risk mitigation plans implemented
• Contribution to sales and renewals
• Strategic projects and process improvement
• Portfolio churn

• +3 years of experience in the financial services industry, preferably in relationship management, sales, or other customer-facing roles
• Knowledge of Commodities & Energy industry
• Fluent in Portuguese and English; Spanish a strong plus
• Knowledge of Equity Markets & Analysis with understanding of Sales & Trading, structure of a trading desk, venues and technologies used
• Software skills: proficiency in Excel, Excel Add-Ins, PowerPoint, APIs. Experience using LSEG, Refinitiv or Reuters solutions preferred
• Strong interpersonal skills and experience building relationships internally and externally
• Experience facilitating customer meetings and presenting to an audience concisely and inspirationally
• Strong problem-solving skills
• Proactive and positive attitude
• Attention to detail and ownership of tasks

• Competitive salary package: base + quarterly bonus
• 401(k) with matching contribution
• Comprehensive medical, vision, and dental coverage
• Flexible vacation and PTO policies
• Hybrid working with 2/3 days in the office or at client sites, and 2/3 doing home-office
• Learning and development opportunities for career growth
• A collaborative culture with global colleagues
• Exposure to how technology powers financial markets with day-to-day flexibility

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. We are an equal opportunities employer and value individuality, diversity, and inclusion. We offer a range of tailored benefits and support, including healthcare and wellbeing initiatives. We also partner with the LSEG Foundation to support community initiatives.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting and Financial Services