Job Description
Customer Success Managers (CSMs) connect our most strategic clients to LSEG's portfolio of quant and feed solutions. This specialist plays a vital role in ensuring our customer's unleash the full power of LSEG by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer's journey. In a role that is comprised of relationship management, education, data science and deep functional expertise, CSMs are responsible for successful adoption and expansion of our content within their assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM collaboratively designs and implements activities with end users and key business decision makers to assist in reducing competitive risk and identifying opportunities for expansion. 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! The Quant & Feeds business at Refinitiv combines our industry leading content (including our Datastream, Starmine, IBES Fundamentals, and ESG franchises) with our industry partners to bring to market an outstanding offering for the Quant community. LSEG offers customers unparalleled flexibility via our datafeed and cloud tools including Microsoft Azure and Quantitative Analytics Direct.
Role Overview
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, milestones, 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 create actionable insights and strategically pivot when necessary.
• Prompt LSEG 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, use all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth.
• Build, maintain and maximize positive relationships with business decision makers and users within each account to influence adoption.
How You'll be Successful
• Breadth & depth of customer relationships
• Critical issue and risk mitigation management
• Contributions to role and process improvement
• Lead generation
• Proactive client engagements
• Portfolio churn
• Solution Adoption
Who You Are
• 2-5 years of commercial experience in B2B consultative selling or customer success preferably in a SaaS company.
• 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 presenting to an audience in a concise, inspirational and convincing manner.
• Strong project management, technical and problem solving skills.
• Ability to travel onsite when required.
• Knowledge & experience in Quantitative Asset Management.
• Strong passion for the financial markets.
• Knowledge of a programming language a plus
Career Stage:
Senior Associate
Compensation/Benefits Information:
LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $97,500 - $162,500.
Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our Variable Incentive Compensation plan. Target variable compensation will be commensurate with the posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience. LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match. LSEG's Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.
