Associate Customer Success Manager at LSEG (London Stock Exchange Group)

Position Summary 

• This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Digital Customer Success Manager plays a key role in enhancing customer experience by demonstrating a network of partners across LSEG along with an at scale framework, to ensure customers’ business objectives are achieved through full utilisation of solutions into the daily workflow of end-users. The Digital Customer Success Manager will provide customers with differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions. 

Role Responsibilities 

• Proactively seeks opportunities to create value realisation of LSEG products. 
• Builds customer relationships with many different personas.
• Considers impact of market trends on customers and the influence on business benefits.
• Provides valuable and timely customer insights to internal product and account teams.
• Drives commercial value creation through adoption of all Risk solutions purchased by the customer to achieve revenue retention and customer engagement 
• Plays a key role in enhancing customer experience by demonstrating a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users 
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, breakthroughs, risks and metrics needed to achieve them 
• Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case 
• Monitor usage, health gauges, competitive landscape and any other relevant data to create a retention strategy 
• Build, maintain and demonstrate strong relationships with business decision makers and users within each account to influence adoption. 

Qualifications and Experience 

• French / Italian / Arabic language required. 
• Required University degree or relevant work experience equivalent 
• Strong Microsoft Office proficiency 
• Strong problem-solving skills 
• Agility to adapt and excel in a fast paced environment. 
• Proactive and positive attitude to the lead in developing client strategy to deliver thoughtful impact across our clients to achieve customer satisfaction.
• Experience facilitating customer meetings and trainings to large audiences in a concise, inspirational and convincing manner.
• Client Screening, PEP Classification, Sanctions and KYC Due Diligence in-depth knowledge desirable Financial & Risk industry knowledge required – AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers' business model 
• 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