This is a post-sales role focusing on executing the defined Customer Success strategy for a select group of end-users within a specific product segment. The position aims to drives commercial value creation through the adoption of all LSEG solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in improving customer experience by collaborating with a network of domain specialist across LSEG and ensuring customers’ business objectives are achieved through the full utilization of solutions in the daily workflow of end-users. The scope includes a broader number of solutions across APIs and bulk feeds that will engage customers across all LSEG products and services and identification of opportunities (cross-sell, up-sell) that are passed through to Sales and Account Management.
Role Responsibilities
Retention owner for Quants and Analytics subscriptions from LSEG.
Develop and drive retention strategies in favor of customer success as well as LSEG revenue.
Work in conjunction with Account Manager and Sales to ensure detailed pre-sales to post-sales handover and client onboarding.
Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption.
Interpret and act on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities.
Deliver tailored engagements (e.g., quant and analytics workshops) that help customers take the most out of the data and analytics derived from LSEG solutions in post-sale and develop intimacy.
Promote insights relevant to customers’ workflow and bring up the voice of the customer internally in support of process and service excellence.
Shepherd customers to support channels available as part of the value LSEG provides, lead all aspects of service quality, and act as an integral channel for customers.
Identify and investigate opportunities to raise to account team for action and share insights to aid the sales process.
Target 70% customer site time
Qualifications and Experience Required
Experienced in information technology, e.g., computer engineering, data processing, software programming, statistical, and quantitative analytics.
Financial markets understanding and knowledge of relevant economic and market data are required for hedge funds, asset management firms, and academics.
Good understanding of the customer's business model
Significant Product and Workflow Expertise in financial systems built-in support of alpha generation.
Strong interpersonal communication and collaboration skills Passionate about financial technology and a quick learner.
A bachelor degree is required Industry qualifications preferred, e.g., CFA, FRM, etc. Proficient in spoken and written Japanese and English
Career Stage:
Senior AssociateLondon Stock Exchange Group (LSEG) Information:
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