Customer Success Manager Pricing and Reference Services

London Stock Exchange Group • New York City, NY

17h • $116,200 - $193,800

About The Position

We are looking for a highly driven and empathetic Associate Customer Success Manager to join our team. You will serve as a trusted advisor to customers across our Data & Feeds solutions to help unlock value and solve complex challenges. In this role, you'll be part of the Customer Success team delivering solutions for our Pricing and Reference Data clients. Learn more about Customer Success at LSEG. What you'll do: Act as a SME across LSEG our Pricing and Reference Data product suite (Reference data and pricing services | Data Analytics), keeping up with industry trends and competitive landscape. Trusted Advisor: Serve as a trusted point of contact for LSEG customers throughout the customer lifecycle; Land, Adopt, Expand, Renew (LAER). KYC: Monitor customer health, understand customer use cases, goals, workflows, challenges, and opportunities. Conduct Business Reviews: Co-create and review success/value plans - share product roadmaps, strategy, and review achievements. Own Customer Engagement: Educate, provide thought leadership, raise customer issues, and gather customer feedback. Drive organic expansion within book of business; proactively identify lead generation opportunities. Partner with supporting teams and collaborators to bring about best outcomes for customers (Account Management, Help Desk, Solution Consulting, Escalations, Proposition Sales, Product and Content Teams, and Developer Community). Proactively identify risks and develop action plans to mitigate with partners. Who you are: 1+ years of relevant work experience in customer success, sales, consulting, and/or customer facing roles. SaaS and financial services/financial data experience preferred. Experience or knowledge of implementing and supporting data and/or technology solutions. You have success in building trust and getting results for a broad range of partners: senior leaders, developers, and/or day-to-day application users. You have an aptitude for digesting and effectively communicating both business and technical concepts across audiences of varying ability. Experience with APIs, cloud, and open-source technologies (AWS, GCP, Azure), Python, SQL, JSON a plus. CRM and/or Customer Success/Dashboard platforms experience (Salesforce, Gainsight, Tableau…) a plus. Solid interpersonal skills and experience building strong internal and external relationships. You strive to understand customers' business goals, anticipate future needs, and identify solutions. Natural curiosity to seek out information and learn new skills across business and technology disciplines. You focus on customer happiness and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption. Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help. 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. Solid project management, technical and problem-solving skills. Ability to travel onsite when required

Requirements

• 1+ years of relevant work experience in customer success, sales, consulting, and/or customer facing roles.
• Experience or knowledge of implementing and supporting data and/or technology solutions.
• You have success in building trust and getting results for a broad range of partners: senior leaders, developers, and/or day-to-day application users.
• You have an aptitude for digesting and effectively communicating both business and technical concepts across audiences of varying ability.
• Solid interpersonal skills and experience building strong internal and external relationships.
• You strive to understand customers' business goals, anticipate future needs, and identify solutions.
• Natural curiosity to seek out information and learn new skills across business and technology disciplines.
• You focus on customer happiness and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption.
• Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help.
• 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.
• Solid project management, technical and problem-solving skills.
• Ability to travel onsite when required

Nice To Haves

• SaaS and financial services/financial data experience preferred.
• Experience with APIs, cloud, and open-source technologies (AWS, GCP, Azure), Python, SQL, JSON a plus.
• CRM and/or Customer Success/Dashboard platforms experience (Salesforce, Gainsight, Tableau…) a plus.

Responsibilities

• Act as a SME across LSEG our Pricing and Reference Data product suite (Reference data and pricing services | Data Analytics), keeping up with industry trends and competitive landscape.
• Serve as a trusted point of contact for LSEG customers throughout the customer lifecycle; Land, Adopt, Expand, Renew (LAER).
• Monitor customer health, understand customer use cases, goals, workflows, challenges, and opportunities.
• Co-create and review success/value plans - share product roadmaps, strategy, and review achievements.
• Educate, provide thought leadership, raise customer issues, and gather customer feedback.
• Drive organic expansion within book of business; proactively identify lead generation opportunities.
• Partner with supporting teams and collaborators to bring about best outcomes for customers (Account Management, Help Desk, Solution Consulting, Escalations, Proposition Sales, Product and Content Teams, and Developer Community).
• Proactively identify risks and develop action plans to mitigate with partners.

Benefits

• LSEG is committed to offering competitive Compensation and Benefits.
• The anticipated base salary for this position is $116,200 - $193,800.
• Please be aware base salary ranges may vary by geographic location, city and state.
• In addition to our offered base salary, this role is eligible for our Variable Incentive Compensation plan.
• Target variable compensation will be commensurate with the posted career stage.
• Individual salary will be reflective of job related knowledge, skills and equivalent experience.
• LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match.
• LSEG’s Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed