Position Summary
This is a post-sales role that drives commercial value creation through the adoption of all LSEG solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in improving customer experience by collaborating with a network of domain specialist across LSEG and ensuring customers business objectives are achieved through the full utilization of solutions in the daily workflow of end-users. The scope includes a broader number of solutions across APIs and bulk feeds that will engage customers across all LSEG products and services and identification of opportunities (cross-sell, up-sell) that are passed through to Sales and Account Management.
Role Responsibilities
Retention owner for Quants and Wealth Digital Solutions clients, develop and drive retention strategies in favor of customer success as well as LSEG revenue.
Work in conjunction with Account Manager and Sales to ensure detailed presales to post-sales handover and client onboarding.
Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption.
Interpret and act on usage information focusing on at risk customers to mitigate cancellations and identify value optimization opportunities.
Deliver tailored engagements (e.g., quant and digitalization workshops) that help customers take the most out of the data and analytics derived from LSEG solutions in post-sale and develop intimacy.
Promote insights relevant to customers workflow and bring up the voice of the customer internally in support of process and service excellence.
Shepherd customers to support channels available as part of the value LSEG provides, lead all aspects of service quality, and act as an integral channel for customers.
Identify and investigate opportunities to raise to account team for action and share insights to aid the sales process
Target 70% customer site time
Qualifications and Experience Required
Experienced in information technology, e.g., computer engineering, data processing, software programming, statistical, and quantitative analytics.
Market understanding and knowledge of relevant economic and market data are required for hedge funds, asset management firms, and academics.
Good understanding of the customer's business model
Significant Product and Workflow Expertise in financial systems built-in support of alpha generation.
Strong interpersonal communication and collaboration skills
Passionate about financial technology and a quick learner.
A bachelor degree is required
Industry qualifications preferred, e.g., CFA, FRM, etc.
Proficient in spoken and written English.
Mandarin is a plus.
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.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 anyones 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 mental health or physical disability needs.
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