London Stock Exchange - New York, NY
posted 3 months ago
Customer Success Managers (CSMs) at the London Stock Exchange Group (LSEG) play a pivotal role in connecting our most strategic clients to our portfolio of software and desktop solutions. This position is essential for ensuring that customers fully leverage the capabilities of LSEG by implementing tailored workflow solutions while providing scalable and adaptable guidance. The CSM will manage a portfolio of accounts within the Investment Banking sector, which includes Capital Markets, Advisory, and Sell Side Research. This role encompasses relationship management, education, and deep functional expertise, focusing on the successful adoption and expansion of our services within assigned accounts. As a trusted advisor and roadmap architect, the CSM will design and implement activities with key decision-makers, assist in mitigating competitive risks, and identify growth opportunities within accounts. By facilitating user adoption of our suite of solutions, the CSM will create optimal conditions for renewal and upsell growth. The success of a CSM will be measured by the breadth and depth of customer relationships, effective issue and risk management, contributions to role and process improvement, portfolio attrition, and overall adoption rates of our services. In this role, the CSM will clearly define business outcomes and create comprehensive success plans that include customer objectives, partners, achievements, risks, and metrics necessary for success. They will demonstrate and educate new customers on our content and technology, ensuring that the information is tailored to their specific use cases. Monitoring usage data, health gauges, and growth opportunities will be crucial for building relevant insights and strategically pivoting when necessary. The CSM will also collaborate with Refinitiv business development partners to identify new business opportunities generated through adoption engagements, ensuring that customers derive maximum value from their investments and utilize all licenses effectively. Building and maintaining positive relationships with business decision-makers and users within each account will be essential for influencing adoption and driving success.