What are the responsibilities and job description for the Customer Success Manager- Wealth Management position at LSEG (London Stock Exchange Group)?
Customer Success Managers (CSMs) connect our clients to LSEG/Refinitiv’s product solutions! The CSM plays a vital role in ensuring that our customer’s fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey. In a role that is comprised of relationship management, education, data science and deep functional expertise, the CSM is responsible for successful adoption and expansion of Wealth Management content, platforms, and technologies within assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM collaboratively crafts and implements engagements with key business decision makers, assists in reducing competitive risk, and finds opportunities in the accounts. By redefining our client’s business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth.
Role Responsibilities:
Create and execute proactive customer engagements (e.g. WM workshops) that help customers to maximize the value derived from Refinitiv solutions post sale and build adoption and advocacy
Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
Provide insight into the customer being a ‘quarterback’ to ensure Refinitiv delivers on sales commitments
Shepherd customers to support channels available as part of the value Refinitiv provides
Develop and implement retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process
80% of time spent in front of customers (in person or virtual)
Qualifications and Experience Required:
Role Responsibilities:
Create and execute proactive customer engagements (e.g. WM workshops) that help customers to maximize the value derived from Refinitiv solutions post sale and build adoption and advocacy
Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
Provide insight into the customer being a ‘quarterback’ to ensure Refinitiv delivers on sales commitments
Shepherd customers to support channels available as part of the value Refinitiv provides
Develop and implement retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process
80% of time spent in front of customers (in person or virtual)
Qualifications and Experience Required:
- Ability to drive desktop sales from existing and new customers
- Market Understanding including a) basic market understanding b) knowledge of relevant market c) strong understanding of customers' business model
- Understanding of market drivers and current trends affecting Wealth Management firms
- Selling Skills (identify, develop, & articulate proposition/ consultative selling)
- Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, Excel, MS Office); knowledge of trading floor tech/ data apps
- Strong customer service skills
- Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to prioritize and implement a sales plan; ability to use MIS systems
- Training or related experience preferred
- College/ university degree or relevant work experience equivalent required
- Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc)
This role will be Hybrid with an expectation of being in the office or at client's site three days per week.
Compensation/Benefits Information (New York City applicants only):
LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $71,600 - $133,000.
Please be aware base salary ranges may vary by geographic location, including city and state. In addition to our offered base salary, this role is eligible for our variable incentive compensation plan. Individual salary will be reflective of job related knowledge, skills and commensurate experience. All roles are typically eligible for inclusion in our LSEG benefits program, more information & details will be provided at time of offer.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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Salary : $71,600 - $133,000
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