Customer Success Manager

6 months ago

Sydney, Australia London Stock Exchange Group Full time

At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.

As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of end-users. You will work mainly with users in the Investment Management, Investment Banking & Wealth Management space.

You will be responsible for the Customer Success Plans and the delivery of all agreed upon achievements. You will visit customers and establish relationships with key partners and user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders provide insights on customer health to drive retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with our product roadmap. Furthermore, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.

**Role Responsibilities**

Develop and implement the customer success strategy for Investment & Wealth Management accounts to drive revenue retention

Monitor customer health, adoption metrics, renewals and execution of customer success plans

Delivering highly engaging customised product demos based on user workflow and their requirements

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

Build deep relationships with key customer collaborators to advise engagement strategy and build "LSEG advocates"

Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends

Contribute to overall vision and strategy of the Customer Success Management Group

**Qualifications**

2+ years of customer success / client relationship experience, pre-sales, or consulting role preferably within a content organisation desired

An Interest and understanding of the financial markets, the role and function of Asset Management and Wealth Management, the Financial Services Industry and strong external network

Consistent track record and enthusiasm for driving outcomes

Strong background of identifying customer needs and successfully completing retention and adoption strategies

Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals

Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)

Ability to adapt and thrive in a fast-paced environment and rapidly
- changing market

Innovator who can use data to make decisions, simplify complex problems and express themselves thoughtfully

Proactive and positive demeanour that has a "Whatever it Takes" approach to increase customer satisfactions and deepen relationships

Strong presentation (verbal & written) and social skills

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 disabilit

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