Customer Success Manager- Trading
3 semanas atrás
Position Summary
We are looking for a highly driven and empathetic Customer Success Manager to join our team. A Customer Success Manager (CSM) connects our clients to Refinitiv’s Trading solutions. The CSM plays a vital role in ensuring that our customer’s fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing mentorship throughout the customer’s journey.
In a role that is comprised of relationship management, education, and deep workflow expertise, the CSM is responsible for successful adoption, retention, and expansion of our solutions within their assigned accounts. Equal parts trusted advisor and product expert, the CSM collaboratively crafts and implements engagements with key business decision makers, assists in reducing competitive risk, and finds opportunities in their accounts. By transforming our client’s business through user adoption of our suite of solutions, the CSM builds the conditions for efficient renewal and upsell growth.
Office Location São Paulo - This role is a hybrid working role, with a blended approach of home and office working
What you´ll do
- Develop and serve as an expert across the trading space through developing deep customer, product, and content knowledge.
- Know Your Customer: Own a book of business and supervise customer health, understand customer use cases, goals, workflows, challenges, and opportunities.
- Educate customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case.
- Monitor the competitive landscape and any other relevant data in order to create a retention strategy.
- Conduct Business Reviews: Co-create and review success/value plans - share product roadmaps, strategy, and review achievements, ensuring customers derive maximum value from their investment.
- Bring in customer intelligence and feedback, and work along other teams such as Account Managers, Transactions Relationship Managers, and Customer Proposition to ensure we are addressing our customers’ needs.
- Partner with supporting teams and collaborators to bring about best outcomes for customers (Account Management, Client Services, Solution Consulting, Escalations, Sales Specialists, Product and Content Teams).
- Drive organic expansion within book of business; proactively identify lead opportunities that connects with Sales opportunities (upsell and cross-sell)
- Trusted Advisor: Serve as a trusted point of contact for LSEG customers throughout the customer lifecycle.
- Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption.
Skills and Experience
- Proven experience in the financial services industry.
- Understanding of the Trading workflow - FX trading, and/or Fixed Income and Equities.
- Strong communication skills and a desire to build strong internal and external relationships. You strive to understand customers' business goals, anticipate future needs, and identify solutions.
- Highly motivated, self-starter who is eager to learn, deep knowledge of the financial markets, technology platforms, and customer success
- Ability to map a customer’s business process to product capability.
- Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
- Experience facilitating customer meetings and addressing an audience in a concise, inspirational, and convincing manner.
- Strong problem-solving.
- Ability to adapt and thrive in a fast-paced environment and rapidly
- changing market.
- Proactive and positive demeanor that has a "whatever it takes" approach to increase customer satisfaction.
- Natural curiosity to seek out information and learn new skills across business and technology fields.
- Higher education in business, economics, finance, engineer, or related areas.
- Experience working with Trading Venues is a plus.
Success Metrics
A CSM will be measured by:
- Successful renewal outcomes
- Breadth & depth of customer relationships
- Account health management
- Critical issue and risk mitigation management
- Customer adoption, loyalty, and satisfaction
- Thought Leadership
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 - driving financial stability, empowering economies and enabling customers to create sustainable growth - 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 busin
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