Customer Success Manager, Workflows

Customer Success Managers (CSMs) connect our clients to LSEG's solutions.

As a Customer Success Manager, we 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.
 

We will be responsible for the Customer Value Plans and the delivery of all agreed upon milestones. We will visit customers and form relationships with key partners and user community to ensure we are delivering an elite customer experience.

We will partner with the Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth.

Additionally, we 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

People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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