A Customer Success Manager (CSM) connects our clients to Refinitiv’s trading solutions, including desktop, transactions, and feeds. The CSM plays a vital role in ensuring that our customer’s fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey.
In a role that is comprised of relationship management, education, and deep workflow expertise, the CSM is responsible for successful adoption, retention, and expansion of our trading solutions within their assigned accounts. Equal parts trusted advisor and product expert, the CSM collaboratively engages with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his/her accounts. 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.
Role Responsibilities
Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
Demonstrate and educate new customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case.
Monitor usage, health gauges, market dynamics & landscape, and any other relevant data to create a retention strategy.
Uncover leads and connect with sales to work on growth opportunities. (Upsell and cross-sell).
Identify threats & design actions to mitigate.
Work along other teams such as account managers, transactions relationship managers, market development and customer proposition to ensure we are addressing our trading customers’ needs.
Bring in customer intelligence and feedback.
Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth.
Build, maintain, and leverage strong relationships with business decision makers and users within each account to influence adoption.
A CSM will be measured by:
Breadth & depth of customer relationships
Portfolio attrition
Escalation and risk mitigation management
Product adoption, contributions to growth and renewals
Qualifications/Skills
+3 years of experience in the financial services industry.
Desirable: good understanding of commodities & energy, financial markets (commodities, FX,FI)
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 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 satisfaction.
Business or sciences degree.
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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