Customer Success Manager, Trading

LSEG•Village of Westhampton Beach, NY

About The Position

Customer Success Managers connect our most strategic clients to LSEG’s portfolio of software and desktop solutions. This specialist plays a vital role in ensuring our customers unleash the full power of our products by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey. We are looking for a highly driven and enthusiastic professional to join our Customer Success Team specialized in Trading. You will serve as a trusted advisor to Commodities and Equities focused customers, helping them use our products to navigate the electronification of financial markets, meet regulatory requirements and run their Sales & Trading business. A Customer Success Manager (CSM) plays a key role in ensuring that our customers fully leverage the value of the solutions purchased, creating conditions for optimal renewal and upselling. In a role that is comprised of relationship management, client education, data science and deep workflow expertise, the CSM manages a portfolio of accounts and end-users, being responsible for successful adoption, retention, and expansion of our Trading solutions.

Requirements

+3 years of experience in the financial services industry, preferably in relationship management, sales, or other customer facing role.
Understanding of Sales & Trading, structure of a Trading desk, venues and technologies used.
Knowledge of Commodities & Energy Industry
Knowledge of Equity Markets & Analysis
Ability to use data to make decisions, analyze trends, simplify complex problems and express themselves thoughtfully communicating both business and technical concepts.
Strong interpersonal skills and experience building relationships internally and externally, ideally with a broad range of stakeholders at different levels: C-Suite, Heads of Desks, end-users in Front/Middle/Back office.
Experience facilitating customer meetings and presenting to an audience in a concise and inspirational manner.
Strong problem-solving skills.
Ability to navigate a complex organization and to adapt to a fast-paced environment and rapidly- changing market.
Proactive and positive attitude.
Highly motivated self-starter who works well with a lot of autonomy and knows how to prioritize different tasks.

Nice To Haves

Genuine curiosity about emerging technologies and APIs, Python knowledge a strong plus.

Responsibilities

Act as subject matter expert for LSEG Trading solutions, including our flagship desktop Workspace , and our content across Commodities.
Own the customer engagement for your portfolio: contact users, build relationships, provide thought leadership, and ultimately drive adoption of our solutions.
Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
Demonstrate and educate new customers on how to use our products and technologies, including the Workspace platform, in a manner that is tailored to their specific use-case.
Monitor and assess customer health leveraging internal dashboards and your understanding of your customer business goals.
Conduct Business Reviews: co-create and review success/value plans with your clients to align our solutions to their needs, share product roadmaps and review milestones.
Uncover new opportunities by actively asking questions, sharing, and collaborating with Sales to upsell and cross-sell.
Work with other teams such as Account Managers, Implementation Specialists, Product, Customer Support and Sales Strategy, to ensure we're addressing your customers’ needs, acting as their voice at LSEG.
Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.