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LSEG Customer Success Manager - Wealth Management in Boston, Massachusetts

Job Description

Position Summary

Customer Success Managers (CSMs) connect our clients to Refinitiv’s product solutions. 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, data science and deep functional expertise, the CSM is responsible for successful adoption and expansion of Wealth Management content, platforms, and technologies within his/her assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM collaboratively designs and implements engagements 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:

  • Create and execute proactive customer engagements (e.g. WM workshops) that help customers to maximize the value derived from Refinitiv solutions post sale and build adoption and advocacy

  • 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 optimization opportunities

  • Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences

  • Provide transparency to the customer and act a ‘quarterback’ to ensure Refinitiv delivers on sales commitments

  • Shepherd customers to support channels available as part of the value Refinitiv 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

  • 80% of time spent in front of customers (in person or virtual)

Qualifications and Experience Required:

  • Ability to drive desktop sales from existing and new customers

  • Market Understanding including a) basic market understanding b) knowledge of relevant market c) strong understanding of customers' business model

  • Understanding of market drivers and current trends affecting Wealth Management firms

  • Selling Skills (identify, develop, & articulate proposition/ consultative selling)

  • Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, Excel, MS Office); knowledge of trading floor tech/ data apps

  • Strong customer service skills

  • Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use MIS systems

  • Training or related experience preferred

  • College/ university degree or relevant work experience equivalent required

  • Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc)

Location for Florida needs to be in or near Tampa....... North Carolina needs to be in or near Charlotte office.

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