Senior Customer Success Manager - London Stock Exchange Group

Summary

This role is comprised of relationship management, client education and deep expertise of trading workflows. You will lead a portfolio of accounts, with responsibilities for successful adoption, retention and expansion of our Trading Desktop solutions.

We are looking for a highly motivated and hard-working professional to join our Customer Success Team specialized in FX/FI. You will serve as a trusted advisor to trading clients, helping them use our products to navigate the financial markets, meeting regulatory requirements and run their Sales & Trading business.

Role Responsibilities

• Develop and complete the customer success strategy for Trading users across multiple accounts across the Nordic region.
• Own customer health, adoption metrics, renewals and execution of customer success plans
• Delivering highly engaging customized product demos based on user workflow and their requirements
• Partnerwith sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
• Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy
• Proactively engage and build deep relationships with key customer stakeholders to advise engagement strategy and build "advocates"
• Participate in industry events alongside the team to champion networking, brand presence, and stay up to date on industry trends
• Contribute to overall vision and strategy of the Customer Success Management Group
• Develop innovative ways of engaging and contributing to customers' businesses through LSEG products and services.

What are we looking for?

• Experience in client facing roles such as account management and/or relationship management roles across the Trading Workflow (FX/FI)
• Good financial markets knowledge ideally (FX and FI)
• An understanding of the Sales and Trading markets
• Experience in on-boarding, set up, training/product demos, resolution and customer concern of issues, client retention
• Able to use data to make decisions, understand /interpret data sets to analyse trends, simplify sophisticated problems and express themselves thoughtfully
• Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
• Ability to adapt in a fast-paced environment and rapidly- changing market
• Proactive and positive demeanour that has a 'doer' approach to increase customer happiness and deepen relationships and possess a solution-oriented demeanour to help customers deliver on their business objectives.
• Proven record and passion for driving outcomes

Experience and Qualifications Required:

• University / college degree preferred
• Excellent Service-minded
• Analytic skill, problem solving skill
• MS Office (Excel vba is an advantage)
• Significant FX/Rates markets and trading workflow expertise ideally through direct work experience in banking or corporate treasury
• Proactive approach
• Strong customer relationship skills
• Able to work individually and as a team
• Presentation skills (verbal & written); Strong social skills; ability to coordinate and complete a sales plan

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.