Customer Success Manager - Data & Feeds – Real Time

at  LSEG London Stock Exchange Group

Come join the LSEG team!
Customer Success Managers (CSMs) connect our most strategic clients to LSEG data & feeds solutions! This specialist plays a vital role in ensuring our customers ignite the full power of LSEG by discovering and implementing workflow solutions while providing guidance throughout the customer’s journey. In a role that is comprised of relationship management, education, data translation, and deep functional expertise, CSMs are responsible for successful adoption and expansion of the
LSEG Real Time solutions
within the accounts. Equal parts trusted adviser and roadmap architect, the CSM collaboratively engages with key business decision makers, assists in reducing competitive risk, and identifies opportunities in the accounts. Through growing customer happiness and adoption, CSMs build the conditions for optimal renewal and upsell growth potential.

Role Overview:

• Clearly define business outcomes and success plans to capture and track customer objectives, achievements, risks, and success metrics.
• Educate customers on how to use LSEG enterprise platforms, content, and technologies tailored to use-case needs.
• Monitor usage, account health, and growth opportunities to create actionable insights and strategically pivot as necessary.
• Seek out organic business expansion opportunities (up-sell / cross-sell) in collaboration with LSEG business development partners.
• Ensure customers derive maximum ROI from LSEG services and solutions, applying the full extent of their licenses/contracts.
• Build, maintain and bring to bear positive relationships with business decision makers and users within each account to gather customer intelligence and influence adoption.

Success Metrics:

• Successful renewal outcomes
• Breadth & depth of customer relationships
• Account health management
• Critical issue and risk mitigation management
• Customer adoption, loyalty, and satisfaction
• Thought Leadership

Qualifications/Skills:

• 3 - 5 years of commercial experience in B2B consultative selling/support, preferably in a SaaS company.
• Must have knowledge & experience in financial content and the financial services industry.
• Confidence engaging with a broad range of roles from developers, application owners, data scientists, data architects, data engineers, market data, to c-level executives.
• Experience with cloud technologies, APIs, coding and/or open source technology.
• Ability to map a customer’s business needs to product solutions.
• Strong ability to collaborate with internal operational and account management teams.
• Collaboration and interpersonal skills
• Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
• Experience facilitating customer meetings and addressing an audience in a concise, inspirational and convincing manner.
• Strong project management, technical and problem-solving skills.
• Ability to travel to customer sites when required.
• BA/BS degree.

Learn more about Customer Success 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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• Clearly define business outcomes and success plans to capture and track customer objectives, achievements, risks, and success metrics.
• Educate customers on how to use LSEG enterprise platforms, content, and technologies tailored to use-case needs.
• Monitor usage, account health, and growth opportunities to create actionable insights and strategically pivot as necessary.
• Seek out organic business expansion opportunities (up-sell / cross-sell) in collaboration with LSEG business development partners.
• Ensure customers derive maximum ROI from LSEG services and solutions, applying the full extent of their licenses/contracts.
• Build, maintain and bring to bear positive relationships with business decision makers and users within each account to gather customer intelligence and influence adoption