Customer Success Senior Associate

Team Mission

The Customer Success Management team is a client-centric team that oversees business-as-usual account management and that supports members through business change such as new products, regulatory initiatives, operational process improvements and technical changes. The role is not involved in production-related operational discussions, which are handled by the Operations teams, nor does it include business development through upselling, which falls under the Sales teams. The purpose of Customer Success Management is to maintain and grow customer relationships through valuable insights, timely query resolution and regular customer communication enabling a seamless customer experience across all business lines of LCH SA.

Responsibilities

1. BAU account management:

• Central entry point for any non-production customer query through any communication channel (phone, email or in-person)
• Uses day-to-day connections to build trusted relationships with multiple stakeholders at different levels of the client’s organisation
• Organises regular meetings/calls with platinum clients in coordination with the LCH Ltd CSM team. Purpose is to discuss service roadmap updates and impacts on clients, gather feedback, address issues or enhancement requests, and follow-up with internals when necessary
• Provides accurate and timely answers on product specific, service enhancement or any other adhoc queries using personal knowledge and/or coordinating through internal subject-matter-experts
• In case of issue, raise potential escalations ahead of the client and address actual escalations with the business
• Enact and operate per customer tiering decisions as and when implemented through SLAs, High / low touch customer models.
• Use dedicated tools (Salesforce/Portal) to streamline processes and implement solutions to enhance customer experience.
• Maintain and grow existing business relationships with customers related to customer servicing with a commercial outlook i.e. providing inputs related to growing the business to the business lines Providing customers with technical assistance on products and services.

2. Business Change Management

Support customers on business changes’ implementation:

• understand the change
• communicate with clients through multiple means (emails / calls / service updates) and gather their views
• ensure service documentation is maintained and share o define testing strategy, test cases and support testing depending on the initiative
• track documentation reception when necessary
• track overall progress on your client portfolio
• Raise any concern or issue internally

3. Customer comms

• Draft and manage comms topics (on change management, new products and services, incident)
• Acts as gatekeepers for comms by monitoring and reviewing the communication.
• Share external customer communications on products and services. · Provide regular business updates to customers via monthly / quarterly calls, emails, etc.

4. MI and Insights

• Utilise tooling and MI to further enrich customer management through data-driven insights and communication.
• Identifying potential customer services concerns and facilitating proactive intervention steps.
• Recommending product improvements based on customer services feedback.
• Use MI for discussion with Team Leads and Head of CSM.

Experience

• Minimum of a bachelor’s degree in Customer Management or similar field or equivalent experience
• Minimum of 3-5 years of experience as a Customer Manager or similar role
• Consistent record in the Financial / Banking sector ideally in regulated markets
• Good knowledge of Clearing industry in terms of product and process
• Experience with working in projects (Business and IT)
• Experience in team working but also ability to undertake direct actions
• Proven record in Relationship Management or customer facing roles
• Experience with giving presentations in both French and English
• Working experience in an international environment
• Good research, analysis and presentation skills
• Track record of building and monitoring long-term relationships
• Able to mobilise internal resources to address key issues
• Capacity to handle high profile customer claims

Skills

• Strong client-centric skills
• Excellent verbal and written communication skills in French & English
• Curiosity and will to learn constantly
• Ability to challenge status quo
• Ability to take initiatives
• Ability to work quickly and deliver in a challenging and fast-moving environment
• Problem-solv