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 client-centric solutions.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Collaborative culture with opportunities for growth and innovation.
- Why this job: Make a real impact by enhancing client relationships and driving measurable outcomes.
- Qualifications: 7+ years in customer success with strong leadership and analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
Requirements
- 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) Degree in Finance, Economics, Business, or a related field
- (Desirable) Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR
- (Desirable) Experience developing and executing communication strategies in a regulated environment
- (Desirable) Familiarity with reporting platforms, trade repositories, and RegTech solutions
- 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 & 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 & Insight-Driven: Uses data to inform decisions and continuously improve performance
- Proactive & Accountable: Takes ownership and drives initiatives forward with minimal oversight
What the job involves
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.
- 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
- 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
- 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
- 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
- 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
Senior Manager of Client Management employer: London Stock Exchange
As a leading player in the financial services sector, our company offers an exceptional work environment that prioritises client success and operational excellence. With a strong focus on employee growth, we provide ample opportunities for professional development and leadership training, fostering a collaborative culture where innovative ideas thrive. Located in a dynamic market, we empower our team to make impactful contributions while enjoying a supportive atmosphere that values resilience and accountability.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager of Client Management
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about regulatory reporting. A friendly chat can lead to insider info on job openings that aren't even advertised yet.
✨Tip Number 2
Show off your expertise! When you get the chance to meet potential employers or clients, don’t hold back on sharing your knowledge about EMIR, MiFIR, and other regulatory regimes. It’ll show them you’re not just another candidate, but someone who truly understands the landscape.
✨Tip Number 3
Prepare for interviews by practising your storytelling skills. Think of examples from your past roles where you’ve improved customer experience or led a team through tough times. We want to hear how you’ve made a difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace Senior Manager of Client Management
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success and regulatory operations. We want to see how your background aligns with the specific requirements of the Senior Manager role.
Showcase Your Leadership Skills:Since this role involves leading teams, don’t forget to include examples of your leadership experience. Share stories that demonstrate how you've inspired and scaled teams in previous positions.
Highlight Client-Centric Achievements:We’re all about putting clients first! Include specific examples of how you’ve improved customer experiences and driven measurable outcomes in your past roles. This will show us you understand the importance of client satisfaction.
Keep It Clear and Concise:When writing your application, clarity is key. Use straightforward language and structure your thoughts logically. Remember, we appreciate excellent communication skills, so let that shine through in your writing!
How to prepare for a job interview at London Stock Exchange
✨Know Your Regulations
Make sure you brush up on the key regulatory reporting regimes like EMIR, MiFIR, and others mentioned in the job description. Being able to discuss these confidently will show that you understand the landscape and can navigate it effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've inspired and scaled teams in your previous roles. Think about specific situations where your leadership made a difference, especially in high-pressure environments. This will demonstrate your ability to lead effectively.
✨Client-Centric Mindset
Be ready to discuss how you've put clients at the centre of your decision-making in past roles. Share stories that highlight your relationship management skills and how you've improved customer experiences, as this is crucial for the role.
✨Data-Driven Decision Making
Since the role requires a data-driven mindset, come prepared with examples of how you've used data to inform decisions in your previous positions. Familiarity with CRM tools like Salesforce or Gainsight will also be a plus, so mention any relevant experience.
