Customer Success Manager

Our Customer Success Managers (CSMs) connect with our clients in order to support Refinitiv’s product solutions. The CSM plays a vital role in ensuring that our customers fully bring to bear 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 specialist, the CSM collaboratively crafts and implements engagements with key business decision makers, assists in reducing driven risk, and finds opportunities in his/her accounts. By redefining our client’s business through user adoption of our suite of solutions, the CSM creates the conditions for efficient renewal and upsell growth. Role Overview: - Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, achievements, risks and metrics needed to achieve them. - Demonstrate and educate new customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case. - Monitor usage, health gauges, competitive landscape and any other relevant data in order to build a retention strategy. - Find leads and connects with Sales to work on growth opportunities. (upsell and cross-sell) - Work along other teams such as Account Managers, Transactions Relationship Managers, Sales Readiness and Customer Proposition to ensure we are addressing our customers’ needs. - Bring in customer intelligence and feedback. - Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth. - Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption. Your Success: A CSM will be measured by: - Breadth & depth of customer relationships - Portfolio attrition - Customer concern and risk mitigation management - Product Adoption - Contributions to growth and renewals Qualifications/Skills: - ~proven experience working in the SaaS industry. - Cross-Asset knowledge is needed. - Deep understanding of the Enterprise workflow and technology trends. - Ability to map a customer’s business process to product capability. - Strong ability to collaborate with internal operational and account management teams. - Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers. - Experience facilitating customer meetings and making pitches to an audience in a concise, inspirational and convincing manner. - Strong problem-solving skills. - 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. - Higher education in business, economics, finance, engineer. - Industry qualifications preferred: Master in Data Science, Master in Finance, MBA. - AWS and/or Google Cloud Certification is a plus - Programming skills is a plus 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 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’s 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 employe