Associate Customer Success Manager(FOR POOLING)

at  LSEG London Stock Exchange Group

The Associate Customer Success Managers (CSMs) connect our clients to Refinitiv’s portfolio of products and solutions. This specialist plays a vital role in ensuring our customers unleash the full power of Refinitiv by discovering and implementing workflow capabilities while continuously providing scalable yet adaptable mentorship throughout the customer’s journey.
In a role that is comprised of relationship management, education, and deep functional expertise, CSMs are responsible for successful adoption and expansion of our capabilities within their assigned 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 in partnership with their peers in Account Management.

Responsibilities:

• Builds knowledge in specialism and understanding of relevant industry and market trends. Builds an understanding of customer engagement and metrics to supervise customer health.
• Is curious about various account personas and learns their motivation.
• Attains a grasp of customer’s needs and how LSEG products can help them, coordinating with colleagues to tailor responses.
• Builds strong internal relationships and rapport to pre-empt common sales obstacles and improve sales success.
• Partner with clients to define their business outcomes and deliver educational activities across the customer lifecycle including onboarding, adoption through to long term dedication.
• Demonstrate and educate new customers on content and technology tailored to their workflow.
• Supervise usage data, health gauges and growth opportunities to build actionable insights and strategically pivot when vital.
• Collaborate with product sales and account management when new business opportunities are identified through adoption engagements.
• Ensure customers derive maximum value from their investment, apply all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.
• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption.

Qualifications:

• A candidate with a bachelor’s degree ideally in finance, economics, accounting or computer engineering and a passion for building client relationships.
• Has an experience handling Commodities or FX Trading.
• Collaborative, effective communicator, strong presentation skills, and a customer first attitude.
• A self-starter that thrives in a fast-paced environment and has a learn it all mindset. • Experience facilitating customer meetings and presenting to an audience in a concise, inspirational, and convincing manner is a plus.
• Strong project management, technical and problem-solving skills.
• Passion for the financial markets, and Customer Success discipline.
• Skilled in Microsoft Office applications and curiosity about Python.

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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• Builds knowledge in specialism and understanding of relevant industry and market trends. Builds an understanding of customer engagement and metrics to supervise customer health.
• Is curious about various account personas and learns their motivation.
• Attains a grasp of customer’s needs and how LSEG products can help them, coordinating with colleagues to tailor responses.
• Builds strong internal relationships and rapport to pre-empt common sales obstacles and improve sales success.
• Partner with clients to define their business outcomes and deliver educational activities across the customer lifecycle including onboarding, adoption through to long term dedication.
• Demonstrate and educate new customers on content and technology tailored to their workflow.
• Supervise usage data, health gauges and growth opportunities to build actionable insights and strategically pivot when vital.
• Collaborate with product sales and account management when new business opportunities are identified through adoption engagements.
• Ensure customers derive maximum value from their investment, apply all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.
• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption