Customer Success Manager

LSEG Data allows customers to drive decisions and achieve their business goals with a very customized user experience! Our Customer Success Specialists play a key role in enhancing customer experience and helping them realise the true value of our solutions.

Customer Success Managers (CSMs) connect our most strategic clients to our wide range of solutions. CSM play a key role in enhancing customer experience and helping them realise the true value of our solutions.

We are seeking a CSM to own a client book primarily comprising of Investment Banking (sellside) customers, including customers with a Capital Markets, Advisory and/or Consultancy focus in the Benelux region.

Preferable: Dutch and English Speaking

Role Summary  

In a role that is comprised of relationship management, education and deep functional expertise, CSMs will manage successful adoption and expansion of our services within his/her assigned accounts. 

Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in his/her accounts. By redesigning our client’s business through user adoption of our suite of solutions, the CSM crafts the conditions for optimal renewal and upsell growth. 

What you’ll be doing 

• Clearly define client business outcomes and craft a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them. 

• Use specialist knowledge to demonstrate and educate customers on relevant functionality and content that is tailored to their use-case, 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 optimisation opportunities. 

• Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences. 

• Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers 

• Identify and investigate opportunities to raise to the Account Manager for action and share insights to aid the sales process 

• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption and customer satisfaction. 

You’ll bring: 

• A Proactive and Courageous approach to client engagement: Engaging with clients at all seniority levels to build relationships, identifying risks and opportunities ahead of time and acting strategically to get ahead of issues and achieve business outcomes

• A Learning Mindset, willingness to continually learn and improve

• Active Listening; Observing verbal queues; repeating back input; working with reluctant talkers; obtaining and documenting insight; interacting with colleagues at all levels.

• Knowledge, experience, or a keen interest in the Investment Banking, Consultancy and/or Equity Research space.

• 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. 

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