Customer Success Manager

LSEG•New York, NY

11d•$97,500 - $162,500

About The Position

Executes the defined Customer Success strategy for a select group of end-users within a specific product segment. KEY RESPONSIBILITIES AND ACCOUNTABILITIES – Proactively seeks opportunities to create value for the customer and for LSEG – Is an expert on their book of business and can articulate any risks, leveraging available metrics to track customer health – Cultivates customer relationships with many different personas – Understands customer’s needs and how LSEG’s solutions can help fix them – Considers impact of market trends on customers – Provides valuable customer insights to internal product and account teams

Requirements

Negotiation & influence: Engages in discussion to reach an agreement and create outcomes, affecting the action, behaviors, or opinions of others.
Value justification: Leveraging and presenting cost justification methodologies relevant to the customer to drive decisions that lead to role objectives (retention, expansion) including utilizing a value case to differentiate a solution from competitive offerings and identifying evaluation criteria that are compelling to the buyer; developing models that can be replicated across LSEG to drive productivity.
Problem solving: Determines root cause of internal and external problems and developing solutions that strengthen relationships between parties; overseeing and achieving resolution, ensuring problems do not recur; leveraging failure-based evidence and applying those lessons.
Commercial acumen: Possesses broad knowledge of how businesses work; deep persona, and customer knowledge; knows customer workflows, contacts and how they integrate into processes; shares knowledge to enable reps to develop specific business use cases across product offerings.
Customer centric sales: Develops uniquely strong customer loyalty; has a deep understanding of the customer's perspective; key account executive contacts will go to bat for him/her; ultimately serving as a trusted advisor
Domain expertise: Possesses technical knowledge of tools and trends within industry; stays current in possible future policies, practices, trends and information affecting his/her teams’ prospects or customer businesses and their internal organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Responsibilities

Proactively seeks opportunities to create value for the customer and for LSEG
Is an expert on their book of business and can articulate any risks, leveraging available metrics to track customer health
Cultivates customer relationships with many different personas
Understands customer’s needs and how LSEG’s solutions can help fix them
Considers impact of market trends on customers
Provides valuable customer insights to internal product and account teams