Customer Success Manager (Sales & Trading) Customer Success Managers (CSMs) connect our clients to LSEG's solutions.
As a Customer Success Manager, you will be responsible for encouraging relationships and being a trusted advisor to our Trading Customers who use our Trading Desktop Solutions through the customer experience journey.
This role focuses primarily on driving adoption, integration and expansion of our solutions into the daily workflow of end-users and ensuring the retention strategy of this group of accounts. You will work mainly with users in the trading space covering mainly sell-side customers.
You will be responsible for the Customer Value Plans and the delivery of all agreed upon milestones. You will visit customers and form relationships with key stakeholders and user community to ensure we are delivering an elite customer experience.
You will partner with the Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth.
Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with our product roadmap.
Role Overview Client Satisfaction
- Develop and implement the customer success strategy and customer value plan for trading accounts to drive revenue retention
Training Coordination
- Deliver highly engaging customized workflow-based customer engagements/ training sessions
Relationship Management
- Build deep relationships with key customer stakeholders to advise engagement strategy and build "Refinitiv advocates"
- Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends
Retention and growth
- Supervise customer health, adoption metrics, renewals and execution of customer success plans
- Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
- Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy
- Contribute to overall vision and strategy of the Customer Success Management Group
Your Success A CSMs success will be measured by:
- Customer onboarding activities, including various types of trainings/presentations
- Breadth & depth of customer relationships
- Retention and risk mitigation management
- Drive account retention and growth with sales
- Contributions to role and process improvement
Qualifications/Skills - 2-5 years of customer service/ client relationship experience, pre-sales, or trading role in bank or content organization
- Preferably with knowledge of & experience in FX trading space
- Excellent communication and presentation skills with ability to flex style depending on audience (C-Level/Leadership/Team)
- Proven track record of identifying customer needs and efficiently completing retention and adaption strategies
- Ability to adapt and thrive in a fast-paced environment and constantly evolving market
- Proactive and positive attitude that has a "Whatever it Takes" approach to increase customer happiness and deepen relationships
- Bachelor's degree required
- Proficient in written and spoken English, Mandarin and Cantonese
- Basic knowledge on commodities/ fixed income/ coding such as Python would be a huge 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.
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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