Customer Success Manager, Workflows at London Stock Exchange Group plc

, , Taiwan -

Full Time

Start Date

Immediate

Expiry Date

27 Dec, 25

Salary

0.0

Posted On

28 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Relationship Management, Training Coordination, Communication Skills, Presentation Skills, Adaptability, Proactive Attitude, FX Trading Knowledge, Customer Health Monitoring, Retention Strategies, Sales Collaboration, Market Development, Customer Proposition, Industry Trends, Problem Solving, Teamwork

Industry

Financial Services

Description

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. 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. If you want to apply for a job, please click the Apply button. You will then be redirected to our Careers sign-in page where you can enter your existing credentials or set up an account with us. If there is nothing that currently suits you, feel free to send us your Resume/CV LSEG (London Stock Exchange Group) 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 culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential. Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific. Find out more Get to know some of our people who are pushing the boundaries of technology, finance and more around the world.

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Responsibilities

The Customer Success Manager will drive adoption, integration, and expansion of trading solutions into the daily workflow of end-users while ensuring account retention. They will build relationships with key stakeholders and collaborate with sales and market development teams to enhance customer experience.