Customer Success Manager (f/m/d) Investment Solutions

at  LSEG London Stock Exchange Group

It’s never been more important to work with your customers hand in hand. Better performance, better rewards, greater success. This is why we are looking for a proactive and hardworking individual to join our Customer Success team. Customer Success Managers (CSMs) connect our most strategic clients to Refinitiv’s portfolio of software & desktop solutions. This specialist plays a key role in ensuring our customers discover the full power of implementing our workflow solutions while continuously providing scalable yet adaptable guidance. We are seeking a CSM to lead a client book primarily comprising of investment management customers, including customers with a quantitative workflow.Role Overview You will own an assigned portfolio of Buy-Side Market Players in Germany. You will be pivotal in building, expanding and solidifying relationships with our clients via constant engagement and support, regular visits and cross-department collaboration efforts.

What you’ll be doing:

• Monitor usage data, health gauges and growth opportunities in order to build measurable insights and strategically pivot when vital
• Partner with a dedicated portfolio of customers to ensure that they get the best out of Refinitiv products becoming a trusted advocate and advisor and developing a healthy portfolio
• Support your assigned accounts on their strategic content and service issues, own retention and overall customer happiness
• Use specialist knowledge to educate customers on relevant functionalities and content helping them to improve the value derived from Refinitiv solutions
• Promote insights relevant to customers’ workflow and act as a voice of the customer internally, encouraging back their experiences and expectations
• Establish and maintain a list of key client contacts across a defined list of accounts
• Interpret and take actions on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
• Provide service support, as needed, and serve as a point of contact for service impacting issues requiring urgent attention and handling
• Provide customer and internal groups with timely updates on issues they have raised or projects in progress
• Identify and investigate opportunities to raise to Account Manager and Proposition Sales for action and share insights to aid the sales process
• Coordinate and deliver presentations and attending client and industry events when required
• Continuously learn and develop your specialism

What are we looking for?

• Strong customer service skills
• Knowledge, experience, d engagement skills
• Programming experience would be a plus, for example Python
• Ability to travel to customer sites when required
• Fluent in written and spoken English and German is a must (French, Italian or Spanish is a plus)
• Why Join Us?

A Diverse and Inclusive Workforce: an ability to work within a global, diverse and inclusive company with 300 years heritage and 25,000 people; We have a variety of Inclusion Networks who are a powerful lever of belonging, Plus an Employee Referral Bonus Scheme
If you want to continue your career at one of the world’s largest providers of financial markets data and infrastructure, then make sure you apply now!
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.
Please take a moment to read this
privacy notice
carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained,
your rights and how to contact us as a data subject
.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice

• Monitor usage data, health gauges and growth opportunities in order to build measurable insights and strategically pivot when vital
• Partner with a dedicated portfolio of customers to ensure that they get the best out of Refinitiv products becoming a trusted advocate and advisor and developing a healthy portfolio
• Support your assigned accounts on their strategic content and service issues, own retention and overall customer happiness
• Use specialist knowledge to educate customers on relevant functionalities and content helping them to improve the value derived from Refinitiv solutions
• Promote insights relevant to customers’ workflow and act as a voice of the customer internally, encouraging back their experiences and expectations
• Establish and maintain a list of key client contacts across a defined list of accounts
• Interpret and take actions on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
• Provide service support, as needed, and serve as a point of contact for service impacting issues requiring urgent attention and handling
• Provide customer and internal groups with timely updates on issues they have raised or projects in progress
• Identify and investigate opportunities to raise to Account Manager and Proposition Sales for action and share insights to aid the sales process
• Coordinate and deliver presentations and attending client and industry events when required
• Continuously learn and develop your specialis