Digital Customer Success Manager

at  London Stock Exchange Group

WE ARE LOOKING FOR A NEW TEAM MEMBER! JOIN US! Our terrific Customer Success Team in South Africa has an open position to join us located Cape Town.
This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Digital Customer Success Manager plays a key role in improving customer experience by leveraging a network of experts across LSEG along with an at scale framework, to ensure customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users.

Role Responsibilities

• Provide customers with a differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions.
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, achievements, risks and metrics needed to achieve them
• Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case
• Monitor usage, health gauges, competitive landscape and any other relevant data to build a retention strategy
• Find leads and connects with sales to work on growth opportunities
• Bring in customer intelligence and feedback into LSEG CRM system
• Ensures customers derive maximum value from their investment in LSEG services and solutions, apply all licenses and collaborate with other LSEG collaborator teams to ensure retention and growth
• Build, maintain and bring to bear positive relationships with decision makers and users within each account to influence adoption.

Qualifications and Experience Required

• Proficiency in English; Arabic language advantageous.
• University degree or relevant work experience equivalent
• Client Screening, PEP Classification, Sanctions and KYC Due Diligence in-depth knowledge desirable
• Financial & Risk industry knowledge required - AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers’ business model
• Ability to map a customer’s business process to product capability
• Strong ability to collaborate with internal operational and account management teams
• 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 problem-solving skills
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market
• Proactive and positive attitude that has a “whatever it takes” approach to increase customer happiness

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.
Job ID R0080866

• Provide customers with a differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions.
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, achievements, risks and metrics needed to achieve them
• Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case
• Monitor usage, health gauges, competitive landscape and any other relevant data to build a retention strategy
• Find leads and connects with sales to work on growth opportunities
• Bring in customer intelligence and feedback into LSEG CRM system
• Ensures customers derive maximum value from their investment in LSEG services and solutions, apply all licenses and collaborate with other LSEG collaborator teams to ensure retention and growth
• Build, maintain and bring to bear positive relationships with decision makers and users within each account to influence adoption