Customer Success Manager, Trading

Role Overview:

As a Customer Success Manager (CSM) you connect clients to our products providing guidance throughout the customer’s journey and creating the conditions for optimal contract renewal and growth.

In a role that is comprised of relationship management, education and deep workflow expertise, the CSM is responsible for successful adoption, retention and expansion of our Trading solutions within their assigned portfolio of accounts. You will serve as a trusted advisor to customers across our Data & Analytics division, supporting large financial institutions to help unlock value and solve complex challenges.

What you'll do:

• Develop as a subject matter expert across a selection of LSEG’s Data & Analytics Solutions including our flagship desktop LSEG Workspace and our FX Trade and Post-Trade product suite LSEG FX working at the intersection of technology and financial markets.

• Relationship Management: Manage the relationship with a portfolio of LSEG customers for your specialism, from sale to onboarding and expansion. You will contact users via digital channels, phone and in person, build relationships, provide thought leadership and ultimately executive different strategies to drive adoption of our solutions.

• Monitor customer health, to ensure retention of LSEG subscriptions, leveraging internal dashboards and your understanding of your customer business goals and any changes in their needs.

• Client Education: Demonstrate and educate end-users on how to use our products, content, and technologies in a manner that is tailored to their specific workflow and use-case, both in person and remotely, in 1:1s and in groups.

• Business Reviews: Co-create and review success/value plans with your key contacts at the client, sharing product roadmaps and ensuring our products align with their needs.

• Drive organic expansion within your book of business. Uncover new opportunities by actively asking questions and proposing new products that can meet client needs, sharing and collaborating with Sales to upsell and cross-sell.

• Partner with Account Managers, Implementation Specialists, Product and Customer Support, among other teams, to ensure we're addressing your customers’ needs, acting as their voice at LSEG.

• Proactively identify risks and develop action plans to mitigate, bringing customer insight back and your understanding of the competitor market in your segment.

Your Success: A CSM will be measured on:

• Breadth & depth of customer engagement

• Product Adoption

• Portfolio attrition and implementation of risk mitigation plans

• Contribution to growth and renewals

• Customer Satisfaction

Qualifications/Skills:

• +3 years of relevant work experience in customer success, sales, consulting, or other customer facing roles.

• Financial Services knowledge. Deep understanding of Foreign Exchange / Money Markets, structure of a Trading desk, venues and technologies used.

• Genuine curiosity about emerging technologies and analytics. Interested in SaaS tools, APIs, Python a plus.

• Ability to build rapport with a broad range of stakeholders: C-Suite, senior executives and end users (developers, traders, analysts, risk managers).

• Ability to use data to make decisions, analyze trends, simplify complex problems. Strong problem solving skills.

• Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.

• Proactive and positive attitude. You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through.

What we offer:

• Competitive salary package: base + quarterly bonus

• 401(k) with matching contribution

• Comprehensive medical, vision, and dental coverage

• Flexible vacation and PTO policies

• Hybrid environment with a mix of days in the office/visiting clients and home office

• Learning and development opportunities for career growth, both from structured programs and from working with all type of colleagues in different regions.

• Strong, fun culture of team collaboration, passionate about driving succ