Customer Success Manager

Our global teams took on the challenge to make a difference in the way the global financial markets operate. Would you seek the same challenge?

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

Customer Success Manager, Trading and Banking Solutions (TBS)

Customer Success Managers (CSMs) connect our clients to LSEG’s solutions.

As a CSM, you will be responsible for encouraging relationships and being a trusted advisor to our Trading Customers who utilize our Trading Desktop & Enterprise 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 buy-side customers.

You will be responsible for the Customer Value Plans and the delivery of all agreed upon milestones. You will visit customers and form relationships with key stakeholders and user community to ensure we are delivering a world class 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.

Role Overview

Client Satisfaction

• Develop and execute 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 “LSEG advocates”
• Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends

Retention and growth

• Monitor customer health, adoption metrics, renewals and execution of customer success plans
• Partner with sales leadership providing 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

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 successfully executing on retention and adaption strategies
• 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 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 bonus

People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and expertly through our shared values of Integrity, Partnership, Change and Excellence, which are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile, so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

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.

Read Full Description