Customer Success Manager

Job Description

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 guidance 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 guide, the CSM collaboratively designs and implements engagements with key business decision makers, assists in reducing driven risk, and finds opportunities in their accounts. By redefining our client’s business through user adoption of our suite of solutions, the CSM builds the conditions for efficient renewal and upsell growth.

Role Overview- Clearly define business outcomes and orchestrate a comprehensive success plan.- 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.- Ensure customers derive maximum value from their investment in Refinitiv services and solutions.- 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.- Find leads and connects with Sales to work on growth opportunities.(upsell and cross-sell)- Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption.
- Implements the defined Customer Success strategy for a select group of end-users within a specific product segment.

Role Responsibilities & Key Accountabilities:
- Proactively seeks opportunities to add new value for the customer and for LSEG- Is an authority on their book of business and can articulate any risks, demonstrating available metrics to supervise customer health- Cultivates customer relationships with many different personas- Understands customer’s needs and how LSEG’s solutions can help fix them- Considers impact of market trends on customers- Provides valuable customer insights to internal product and account teams.

Qualifications & Experience:

- Bachelors degree and relevant professional certifications recommended
- Moderate product & workflow expertise and industry knowledge.

Your Success:
A CSM will be measured by:
- Breadth & depth of customer relationships- Portfolio attrition- Partner concern and risk mitigation management- Product Adoption- Contributions to growth and renewals

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 employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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