Customer Success Manager

Role Summary

This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Desktop & Enterprise 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 with users across the financial services industry.

You will own the customer success plans and the delivery of all agreed. You will visit customers and build 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 to 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. Further, you will work with other sales leaders and horizontal teams to achieve success for our customers and Refinitiv.

Role responsibilities

• Deliver tailored engagements (e.g. workshops or 1:1 with clients) that help customers to maximize the value derived from Refinitiv solutions post sale

• Develop and execute the customer success strategy within Key and Strategic accounts to drive revenue retention.

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

• Delivering highly engaging customized 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

• Proactively engage and build deep relationships with key customer stakeholders to inform engagement strategy and create "Refinitiv 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

• Develop innovative ways of engaging and adding value to customers' businesses through Refinitiv products and services

Experience and Qualifications Required

• Bachelor's or Master's Degree in Economics, Finance, Business Administration, Financial Engineering and related fields of study

• Strong work experience in banking sector, preferably at Treasury department, or relationship management in financial industry

• Understanding of financial markets, industry trends and customers' business models (banking, foreign exchange, fixed income and securities)

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

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

• Proven track record and enthusiasm for driving outcomes

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.

LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.

We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information the 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.