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

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 improving customer experience by leveraging a network of experts across LSEG along with an at scale framework, to ensure customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users.

Role Responsibilities

• Provide customers with a differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions.
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, achievements, 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 build a retention strategy
• Find leads and connects with sales to work on growth opportunities
• Bring in customer intelligence and feedback into LSEG CRM system
• Ensures customers derive maximum value from their investment in LSEG services and solutions, apply all licenses and collaborate with other LSEG collaborator teams to ensure retention and growth
• Build, maintain and bring to bear positive relationships with decision makers and users within each account to influence adoption.

Qualifications and Experience Required

• Proficiency in English; Arabic language advantageous.
• University degree or relevant work experience equivalent
• 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
• Experience facilitating customer meetings and addressing an audience in a concise, inspirational and convincing manner
• Strong problem-solving skills
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market
• Proactive and positive attitude that has a "whatever it takes" approach to increase customer happiness