Our global teams took on the challenge to make a difference in the way the global financial markets operate. Would you seek the same challenge? At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.
As a Customer Success Manager, you play a key role in handling post-sales activities by driving business strategies to improve customer experience, usage and retention. The Customer Success Management team is responsible for driving adoption of Index solutions as well as identification of opportunities (Cross sell, up sell) that are passed through to Sales and Account Management. Next to having your own portfolio, you will also be responsible for deal renewal, on-boarding index products, and developing intimate relationships and being a trusted advisor to our customers. You will partner with the Account Managers and Sales Leaders by providing insights on customer health to drive retention and growth. Additionally, you will collaborate with Sales Strategy and Execution and Business to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.
Role Responsibilities - Deliver tailored engagements that help customers improve value post-sale
- Provide transparency and ensure delivery on sales commitments
- Define and implement customer success plans, particularly in the renewal process
- Help customers meet their business objectives
- Use deep domain knowledge of index business to educate customers on relevant products for relevant business needs
- Promote FTSER research, content and thought leadership
- Identify new and changing needs in business requirements - act as advocate on behalf of clients and develop granular relationships
- Share relevant product roadmap launches, getting client feedback & creating a feedback loop with product
- Shepherd customers to available service channels
- Input to product and proposition strategy
- Develop and implement retention strategies as part of customer success plan
- Identify and investigate whitespace opportunities for action and share insights to aid sales
- Provide expertise on customer landscape to support account strategies
- Proactively manage 12-month check-ins for renewals
Qualifications and Experience Required - Excellent knowledge of, and experience in, the financial markets
- Solid understanding of Equities and Fixed Income preferred
- Strong work experience in client facing roles such as account management, business development
- Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.
- Ability to adapt and thrive in a fast-paced environment and rapidly- changing market
- Self-motivating and resilient, proven track record and passion for driving outcomes
- Management of activities and duties to successful conclusion by planning, prioritising and resourcing effectively
- Ability to work to schedules and ad-hoc business-critical asks in a timely manner
- Ability to coach, mentor, engage, drive, manage and motivate a team.
- Excellent verbal and written communications abilities
- Outstanding presentation skills
- Willingness to learn and be open minded to new ideas and change
- Very diligent
- Able to use data to make decisions, simplify sophisticated problems and express themselves thoughtfully
- Strong track record of identifying customer needs and successfully completing retention and adoption strategies
- Speaking Japanese and English as a working language
- Bachelor's degree required
People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and expertly through our shared values of Integrity, Partnership, Change and Excellence, which are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile, so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
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 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 mental health or physical disability needs.
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