Position Summary
The Customer Success Manager (CSM) will play a critical role in ensuring that our customers are able to fully utilize the value of LSEG by discovering and implementing workflow solutions while providing guidance throughout the entire customer journey. You will establish relationships with our customers who use our Risk products and services. You'll focus on driving value creation by implementing a retention strategy that ensures the adoption, integration, and expansion of our solutions into the daily workflow of our customers and end-users in the long-tail (LCC) space. You will have a chance to work with customer groups in compliance, audit, legal, and risk functions across financial services, accounting firms, regulators, insurance, energy, and other industries that are undergoing regulatory change.
Role Responsibilities
Collaborate with in-market CSMs and CSM Market Leads to drive Customer Success Plans
Develop and execute customer success strategies that cultivate executive-level customer relationships and identify growth opportunities for assigned/pooled accounts, while maintaining and increasing revenue and driving revenue retention.
Monitor customer health, adoption metrics, renewals, and execution of plans to ensure customer satisfaction and identify areas for improvement.
Deliver highly engaging product walkthrough sessions that are tailored to user workflow and customer requirements, ensuring successful adoption and utilization of the product.
Act as the primary point of contact between the customer and internal teams. Promptly raise and resolve any issues that arise.
Work closely with the implementation team to successfully onboard and integrate new customers via digital and campaign-led focus.
Support pre-sales and marketing activities
Share knowledge and expertise by delivering in-depth group training and mentoring others
Become an expert in Risk products, especially Refinitiv World-Check and Risk solutions
Responsible for successful customer retention within the Risk business for assigned markets and providing valuable insights to internal product and account teams.
Increase product stickiness by demonstrating relevant new content and functionality that enable end-users to improve efficiencies and drive customer satisfaction.
Contribute to the development of standard methodologies within the LCC space, maximising expertise to drive continuous improvement and deliver exceptional customer service.
Qualifications and Experience Required
Bachelor’s degree required, Certified Anti-Money Laundering Specialist (CAMS) preferred
At least 1-2 years of customer success/customer relationship experience, pre-sales, or consulting role
Business proficiency in verbal and written English is required
Native or business proficiency in Mandarin and Cantonese
Proven track record of identifying customer needs, problem-solving and successfully completing retention and adoption strategies
Able to use data to make decisions, solve problems and express themselves thoughtfully
If this sounds exciting to you, click apply today!
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
