Senior Customer Success Manager

London Stock Exchange Group•Chicago, NY

About The Position

Senior Customer Success Manager (Sr. CSMs) connects our most strategic clients to LSEG’s portfolio of Risk Solutions. This specialist plays a key role in ensuring our customers discover the full power of LSEG by implementing workflow solutions while continuously providing scalable yet adaptable mentorship. The Senior Specialist will maintain a portfolio of high value client partnerships as well as work closely with the CSM Director to elevate the customer experience. The role is comprised of relationship management, education, deep functional expertise and leading standard processes for customer success. Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in client relationships. By redesigning our client’s business through user adoption of our suite of solutions, the CSM crafts the conditions for efficient renewal and upsell growth.

Requirements

4+ years of frontline experience in customer success, account management or relationship management preferably within Risk and Compliance
Execution focused with strong performance record, proactive, and positive.
Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team), with success influencing other teams.

Responsibilities

Clearly define business outcomes and build a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.
Demonstrate and educate customers on content and technology in a manner that is tailored to their specific use-case.
Supervise usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot when vital.
Timely Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
Ensure customers derive maximum value from their investment, analyze all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.
Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption
Shadow the Director to support key internal processes and look for areas of improvement and better execution.