Customer Success Manager - Digital Wealth (f/m/d)

at  London Stock Exchange Group

Customer Success Managers (CSMs) connect our most strategic clients to LSEG’s portfolio of quant and feed solutions. The specialist plays a vital role in ensuring our customer’s can unleash the full power of data by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer’s journey.
In a role that is comprised of relationship management, education, data science and deep functional expertise, CSMs are responsible for the successful adoption and expansion of our content within their assigned accounts.

Responsibilities are as follows:

• Build and maintain strong customer relationships at all levels of customer organisations: analysts, researchers, data scientists, developers and quants at the world’s largest and most prominent investment firms, banks and hedge funds;
• Proactively identify at risk” customers/end users and established retention strategies to mitigate risk. Tactically focus on user workflow and data requirement;
• Equal parts trusted advisor and roadmap architect, the CSM will collaboratively design and implement activities with end users and key business decision makers to assist in reducing competitive risk and identifying opportunities for expansion;
• By transforming our client’s business through user adoption of our suite of solutions, the CSM will create the conditions for optimal renewal and upsell growth;
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them;
• Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case;
• Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary;
• Prompt business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements;
• Ensure customers derive maximum value from their investment, utilize all licenses and collaborate with other stakeholder teams to ensure retention and growth;
• Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.

Who are we looking for?

• Must have knowledge & experience in financial services preferably with direct involvement with Digital Wealth customers.
• Up-to-date with Market trends, customer challenges and opportunities in the Buy-Side and quant market;
• Proficient in Excel and consistent record of handling a book of business;
• Strong ability to collaborate with internal operational and account management teams;
• Experience facilitating customer meetings and presenting in front of an audience;
• Excellent listening, presentation, and communication skills at all business levels and displays effective interpersonal skills;
• Ability to navigate complex customer and stakeholder environments, lead communications and project/engagement plans;
• Well organised and self-motivated with the ability to work independently but also to be a team player.

• Build and maintain strong customer relationships at all levels of customer organisations: analysts, researchers, data scientists, developers and quants at the world’s largest and most prominent investment firms, banks and hedge funds;
• Proactively identify at risk” customers/end users and established retention strategies to mitigate risk. Tactically focus on user workflow and data requirement;
• Equal parts trusted advisor and roadmap architect, the CSM will collaboratively design and implement activities with end users and key business decision makers to assist in reducing competitive risk and identifying opportunities for expansion;
• By transforming our client’s business through user adoption of our suite of solutions, the CSM will create the conditions for optimal renewal and upsell growth;
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them;
• Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case;
• Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary;
• Prompt business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements;
• Ensure customers derive maximum value from their investment, utilize all licenses and collaborate with other stakeholder teams to ensure retention and growth;
• Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption