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LSEG Customer Success Manager- Investment Banking in New York, New York

Job Description


Job Description Summary

Customer Success Managers (CSMs) connect our most strategic clients to Refinitiv’s portfolio of software & desktop solutions. This specialist plays a key role in ensuring our customers discover the full power of Refinitiv by implementing workflow solutions while continuously providing scalable yet adaptable guidance.

In a role that is comprised of relationship management, education, and deep functional expertise, CSMs will manage successful adoption and expansion of our services within his/her assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in his/her accounts. By redesigning our client’s business through user adoption of our suite of solutions, the CSM crafts the conditions for optimal renewal and upsell growth.

Role Overview

  • Clearly define business outcomes and craft a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.

  • Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case.

  • Monitor usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot when necessary.

  • Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.

  • Ensure customers derive maximum value from their investment, utilize all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.

  • Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption.

Your Success: A CSMs success will be measured by:

  • Breadth & depth of customer relationships

  • Issue and risk mitigation management

  • Contributions to role and process improvement

  • Portfolio attrition

  • Adoption

What You Bring:

  • 3-5 years of commercial experience in B2B consultative selling, preferably in a SaaS company.

  • Preferred knowledge & experience in the Investment Banking space.

  • Ability to map a customer’s business process to product capability.

  • 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 addressing an audience in a concise, inspirational and convincing manner.

  • Strong project management, technical and problem solving skills.

  • Ability to travel onsite when required.

  • BA/BS degree.

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

LSEG are committed to supporting emotional, physical, financial and societal wellbeing. Our tailored benefits are a key part of this commitment and we offer colleagues a range of support from healthcare and retirement planning to paid volunteering days and consumer discounts.

We also make reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please make your recruiter aware, we want to ensure you perform at your best.

As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with purposeful careers.

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