At a Glance
- Tasks: Lead client success strategy and ensure exceptional support for regulatory reporting solutions.
- Company: Join a leading financial services firm focused on operational excellence and client satisfaction.
- Benefits: Enjoy tailored benefits, including healthcare, retirement planning, and paid volunteering days.
- Other info: Be part of an equal opportunities employer that values diversity and inclusion.
- Why this job: Make a real impact by enhancing client relationships and driving continuous improvement.
- Qualifications: 7+ years in customer success or regulatory operations with strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions & regulatory reporting). Reporting to the Head of Operations of LSEG Regulatory Reporting Solutions, the Senior Manager of Customer Success is responsible for leading the client success strategy across our regulatory reporting solutions. This role ensures that clients receive exceptional support, achieving high client satisfaction, client retention whilst delivering best in class account management and operational excellence. The role also plays a key part in delivering the LSEG’s Product Led, Client Centric strategy.
Leadership & Strategy
- Define and execute the customer success strategy aligned with business goals and strategy.
- Actively engage with Sales and key stakeholders across the business to understand client and market dynamics, translating insights into actionable objectives.
- Drive a customer success culture through Operations and the wider organisation.
- Provide hands-on leadership and coaching fostering a high-performance culture.
- Drive a culture of client-centricity, accountability, and continuous improvement.
Client Engagement & Retention
- Build and maintain strong relationships with key clients, including C-level and senior stakeholders.
- Develop and maintain tailored Customer Success Plans based on direct interactions, usage data, and client feedback.
- Proactively identify opportunities to expand product usage and deepen client engagement.
- Improve advocacy by demonstrating value, building trust, and aligning solutions with client objectives.
- Ensure customer plans are regularly reviewed and updated to reflect evolving needs and priorities.
- Managing conflict and escalations with empathy and effectiveness.
Operational Excellence
- Develop and monitor client KPIs such as client retention, client satisfaction, SLA adherence, issue resolution time, and defect resolution.
- Collaborate with Product, Compliance, and Technology teams to ensure client feedback informs roadmap and service enhancements.
- Oversee the implementation of tools and processes to scale client success operations effectively.
- Develop and implement a comprehensive client communication strategy to ensure timely, clear, and consistent operational updates and product/technology enhancements.
Voice of the Customer
- Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback, and surveys.
- Communicate customer needs, pain points, and opportunities to senior leadership and product teams to inform strategic decisions.
- Drive continuous improvement initiatives based on customer insights and satisfaction trends.
Regulatory & Operational Risk Management
- Ensure all client interactions and processes comply with internal and regulatory frameworks.
- Ensure robust control oversight and governance across all customer success activities.
- Monitor adherence to internal policies and regulatory requirements, escalating risks where appropriate.
Required Skills & Experience
- 7+ years in customer success, client services, or regulatory operations within financial services.
- Understanding of regulatory reporting regimes (e.g. EMIR, MiFIR, SFTR, ASIC, CFTC, SEC).
- Proven leadership experience with the ability to inspire and scale teams.
- Strong client relationship management and stakeholder engagement skills.
- Familiarity with reporting platforms, trade repositories, and regulatory technology (RegTech) solutions.
- Demonstrated success in improving customer experience and driving measurable outcomes.
- Data-driven mindset with experience using CRM and client success tools (e.g. Salesforce, Gainsight).
Desirable Qualifications
- Degree in Finance, Economics, Business, or a related field.
- Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR.
- Experience developing and executing communication strategies in a regulated environment.
- Familiarity with reporting platforms, trade repositories, and RegTech solutions.
Personal attributes
- Client-centric: Always puts the client’s needs and outcomes at the centre of decision-making.
- Strategic thinker: Able to see the big picture while managing the details.
- Resilient and calm under pressure: Maintains composure in high-stakes or regulatory-driven environments.
- Collaborative leader: Builds strong cross-functional relationships and fosters team cohesion.
- Excellent communicator: Clear, concise, and confident in both written and verbal communication.
- Analytical and insight-driven: Uses data to inform decisions and continuously improve performance.
- Proactive and accountable: Takes ownership and drives initiatives forward with minimal oversight.
Equal opportunity
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 mental health or physical disability needs.
Benefits
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Senior Manager Client Relationship employer: Dormont Manufacturing Co
LSEG is an exceptional employer that prioritises client success and operational excellence, fostering a culture of collaboration and continuous improvement. With a strong focus on employee growth, we offer tailored benefits including healthcare, retirement planning, and wellbeing initiatives, ensuring our team members thrive both personally and professionally. Located in a dynamic environment, our commitment to diversity and inclusion makes LSEG a rewarding place to build a meaningful career in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Client Relationship
✨Tap into Campus Networks
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We think you need these skills to ace Senior Manager Client Relationship
Some tips for your application 🫡
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Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Dormont Manufacturing Co.
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How to prepare for a job interview at Dormont Manufacturing Co
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Dormont Manufacturing Co.
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✨Network with Industry Professionals
Before your interview, reach out to current or former Dormont Manufacturing Co employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
