Associate Customer Success Manager
Job Description
The Associate Customer Success Manager (CSM) is a post-sales role which drives commercial value creation. This is done through the adoption of all Refinitiv solutions purchased by the customer. We aim to achieve revenue retention and customer engagement. The role entails a high degree of relationship along with Stakeholder management and functional expertise to drive adoption, usage and expansion of our services.<p><br></p>As an entry level CSM you will be trained and develop your skills as part of a high performing global team. You will be coordinating and organizing the remote interaction of a client portfolio, delivering specialized communication done via videos, newsletters, tips and tricks… you will be setting up initial or more advanced client engagement on cross asset use related to the front office, middle office and back office data consumption of our clients, predominantly corporate treasuries and fund managers.<p><br></p>You will ensure that your book of business retain the products they subscribed and extend our services. You are in charge of gathering knowledge to help the account team understand the goals and aim of the client and set up a win-win strategy to become their partner of choice.<p><br></p><strong><u>Role Responsibilities</u></strong><p><br></p><ul><li>Create and execute proactive customer engagements that help customers to maximize the value derived from D&A solutions post sale and drive adoption and advocacy.</li><li>Engage clients in a one-to-many fashion by utilizing customized and targeted digital workflow classes via our digital engagement tools (predominantly Teams)</li><li>Utilizing digital learning material by way of On Demand video/Refinitiv Learning Centre and Academy classes to educate clients</li><li>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.</li><li>Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences.</li><li>Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers</li><li>Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process.</li><li>80% of time Customer Facing (Virtual)</li></ul><p><br></p><strong><u>Qualifications And Experience Required</u></strong><p><br></p><ul><li>Up to 3 years of experience</li><li>Preferably experience from some parts of the front office, middle office and back-office data consumption requirements of predominantly corporate treasuries and fund managers.</li><li>Strong customer service skills.</li><li>English speaking and writing skills required.</li><li>Strong presentation skills (both verbal & written)</li><li>Strong interpersonal & collaboration skills with problem solver instincts</li><li>College/ university degree or relevant work experience equivalent required Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc.)</li></ul><p><br></p><strong><u>What We Offer</u></strong><p><br></p><ul><li>An international environment where you will be able to discover different cultures and speak several languages</li><li>A direct relationship with experienced financial players</li><li>The ability to learn, learn, learn… and develop expertise!</li><li>Hybrid working (2 days per week working from home if you prefer)</li></ul><p><br></p>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.<p><br></p>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.<p><br></p>LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.<p><br></p>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.<p><br></p>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, <u>your rights and how to contact us as a data subject.</u><p><br></p>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.
