LSEG Data allows customers to drive decisions and achieve their business goals with a very customized user experience! Our Customer Success Specialists play a key role in enhancing customer experience and helping them realise the true value of our solutions.
If you're the kind of person who values pushing boundaries as a team, bring your passion and potential to our community driven workplace!
Role Overview:
The Customer Success Manager will be lead a portfolio of LSEG clients in the UK within the financial sector, including Investment Banking (sellside), Capital Markets, Advisory & Sell Side Research clients. The CSM engages and supports our clients by aligning with them on their goals and needs, onboarding and driving both product adoption and user engagement, primarily via our desktop platform LSEG Workspace. The individual will be responsible for the Net position of the desktops in their territory as well as driving revenue retention and identifying growth opportunities. The role involves creating & leveraging strong client relationships, promoting strong usage of the desktop platform, seeking and developing new business and driving competitive sales opportunities.
Role Responsibilities:
- Deliver tailored engagements (e.g. workshops) that help customers to enhance the value derived from LSEG solutions post sale and build intimacy
- Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
- Interpret and take action on usage information focusing on at risk" customers to mitigate cancellations and identify value optimisation opportunities
- Promote insights relevant to customers' workflow and act as a voice of the customer internally, feeding back their experiences
- Provide insight to the customer and act a 'quarterback' to ensure LSEG delivers on sales commitments
- Guide customers to support channels available as part of the value our product provides
- Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
- Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process
You will be tasked with the following:
- Drive desktop active usage and adoption from existing and new customers.
- Increase customer happiness with our solutions.
- Assist clients in moving from legacy products to new platforms
Who are we looking for:
- Good knowledge and keen interest in the world of Investment Banking - especially Capital Markets, Advisory & Sell Side Research
- Customer Focus; Developing customer loyalty, satisfaction, and repeat business (i.e., low attrition) as well as executive-level advocates via a deep understanding of customers' businesses
- Problem Solving; Determining root cause of internal and external problems and developing solutions; overseeing and achieving resolution, ensuring problems do not recur; leveraging the management technique of failure-based evidence and applying those lessons.
- Business Acumen; Understanding business case fundamentals including balance sheets and ROI scenarios with ability to prepare a business case presentation; building a complete business case with fundamental understanding of key gains and advantages.
- Domain Expertise; Possessing broad knowledge of tools and trends within industry; deep persona, and customer knowledge; knows customer workflows and how they integrate into processes; applying understanding to specific business use cases internally and for customers' businesses
- Active Listening; Observing verbal queues; repeating back input; working with reluctant talkers; obtaining and documenting insight; interacting with colleagues at all levels.
- Communication; Communicating through written means; demonstrating prudence in the written word; communicating clearly; observing rules of form, style, and syntax
- Retaining Customers; Gaining customer loyalty; possessing personal connections with accounts; asking for references; preventing customer attrition; serving as a trusted advisor; generating repeat business.
- Organisation / Planning; Budgeting time; managing meeting commitments; handling prioritization conflicts.
Why Join Us?
A Diverse and Inclusive Workforce: an ability to work within a global, diverse and inclusive company with 300 years heritage and 25,000 people; we have a variety of Inclusion Networks who are a powerful lever of belonging, Plus an Employee Referral Bonus Scheme
Constant Learning: 90 Day Sales On-Boarding Program, e-learning platform, a range of workshops, Access to real-time economic data
Professional Development: Quarterly Connects to ensure you meet your Goals & Objectives
Focus on Wellbeing ; A hybrid working model, we promote physical health and provide access to
Mental Health Support, private medical healthcare, corporate pension plan, Daily "Me Hour", Annual wellness allowance
Make An Impact: 2 Volunteer Days a Year to Help Make the World a Better Place, Matched Fundraising
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, sex