Customer Success Manager

Come join the LSEG team!

Customer Success Managers (CSMs) connect our most strategic clients to LSEG's portfolio of quant and feed solutions. This specialist plays a vital role in ensuring our customer's unleash the full power of LSEG by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer's journey. In a role that is comprised of relationship management, education, data science and deep functional expertise, CSMs are responsible for successful adoption and expansion of our content within their assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM collaboratively designs and implements activities with end users and key business decision makers to assist in reducing competitive risk and identifying opportunities for expansion. By transforming our client's business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth!

The Quant & Feeds business at Refinitiv combines our industry leading content (including our Datastream, Starmine, IBES Fundamentals, and ESG franchises) with our industry partners to bring to market an outstanding offering for the Quant community. LSEG offers customers unparalleled flexibility via our datafeed and cloud tools including Microsoft Azure and Quantitative Analytics Direct.

Role Overview

* Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, milestones, risks and metrics needed to achieve them.

* Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case.

* Monitor usage data, health gauges and growth opportunities in order to create actionable insights and strategically pivot when necessary.

* Prompt LSEG business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.

* Ensure customers derive maximum value from their investment, use all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth.

* Build, maintain and maximise positive relationships with business decision makers and users within each account to influence adoption.

How You'll be Successful

* Breadth & depth of customer relationships

* Critical issue and risk mitigation management

* Contributions to role and process improvement

* Lead generation

* Proactive client engagements

* Portfolio churn

* Solution Adoption

Who You Are

* 2-5 years of commercial experience in B2B consultative selling or customer success preferably in a SaaS company.

* 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 presenting to an audience in a concise, inspirational and convincing manner.

* Strong project management, technical and problem solving skills.

* Ability to travel onsite when required.

* Knowledge & experience in Quantitative Asset Management.

* Strong passion for the financial markets.

* Knowledge of a programming language a plus

Compensation/Benefits Information (New York applicants only):

Compensation/Benefits Information (for all California based roles):

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.

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