At LSEG, we're committed to revolutionizing the way businesses engage with their customers. Our solutions empower organizations to drive growth, enhance customer satisfaction, and unlock new opportunities. As we continue to expand our reach, we're seeking a hardworking and dedicated Associate Customer Success Manager (ACSM) for Sales and Trading to join our dynamic team.
As a Customer Success Manager, you will play a pivotal role in ensuring the success and happiness of our valued clients. You'll serve as their trusted advisor, guiding them through every step of their journey with our services. The CSM plays a critical role in both sales and account management by encouraging strong and long-term relationships with clients, delivering exceptional support, drive customer retention, expansion, and advocacy.
Role Overview:
Relationship Building: Develop and nurture strong, long-lasting partnerships with clients, becoming their go-to resource for all things related to our solutions.
Onboarding and Implementation: Own the onboarding process for new clients, ensuring a smooth product set-up, transition, and successful implementation of our solutions.
Training and Support: Provide ongoing training and support to clients, helping them increase the value of our products and achieve their business objectives.
Upselling and Cross-selling: Find opportunities to upsell or cross-sell additional products or services based on client needs and usage patterns.
Monitoring and Analysis: Monitor key usage metrics and customer health indicators to proactively identify any issues or areas for improvement.
Voice of the Customer: Advocate for the needs and priorities of our clients internally, influencing product development and strategic decision-making.
Collaboration: Collaborate closely with sales, account management, marketing, and product teams to ensure alignment, drive customer success initiatives, and develop strategies for customer retention and expansion.
Feedback and Iteration: Conduct regular check-ins and business reviews with key partners, capture feedback from clients and internal teams to continuously improve our products, processes, and service delivery.
Issue Resolution: Handle customer partner concerns and ensure timely resolution of any issues or concerns, maintaining an high-level of customer satisfaction.
Industry Expertise: Stay informed and keep abreast of industry trends, standard processes, and competitive landscape to provide valuable insights and recommendations to clients.
How to be Successful in the Role:
Product Expertise: Develop a deep understanding of our products and how they how they align with customer goals, and address client needs and challenges.
Communication Skills: Possess effective communication skills, both verbal and written, to effectively engage with clients and internal teams.
Initiative-taking Approach: Be proactive and solution-oriented, anticipating client needs and addressing them promptly before they become problems.
Empathy and Patience: Demonstrate empathy and patience in resolving customer issues, ensuring a positive experience at every touchpoint.
Continuous Learning: Stay curious and open to learning, keeping abreast of industry developments and incorporating new insights into your approach.
Qualifications:
Bachelor's degree in finance or related field.
Proven experience in customer success, account management, or sales, preferably in a SaaS or technology environment.
Excellent communication, presentation, and people skills.
Strong analytical skills to interpret customer data, trends, and metrics.
Proficiency with CRM software (e.g., Salesforce) and other relevant tools.
Ability to multitask and prioritize in a challenging environment.
Collaborator with a collaborative mindset and ability to work cross-functionally.
Customer-centric mindset with a passion for delivering exceptional service.
Adaptability and willingness to thrive in a dynamic startup environment.
Relevant industry experience and certifications are a plus.
If you're enthusiastic about driving customer success, building relationships, and making a meaningful impact, we want to hear from you! Join us in shaping the future of LSEG as a Customer Success Manager and be a part of our journey towards excellence. Apply now to start your adventure!
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 mental health or physical disability needs.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.
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.
