Customer Success Manager, Sales & Trading

lseg; Sydney; On-site; AUD 90,000 - 150,000; Full time

Job summary

The London Stock Exchange Group (LSEG) is seeking a Customer Success Manager to partner with FX trading teams and pre/post-trade users. You will own Customer Success Plans, drive value creation, adoption and renewals across strategic accounts in Forex and money markets.

You will collaborate with Account Managers, Implementation Specialists and Product teams to translate customer needs into product improvements and a best-in-class customer experience.

Qualifications

• +3 years of experience in the financial services industry, preferably in a client facing role.
• Deep understanding of Foreign Exchange / Money Markets, structure of a Trading desk, venues and technologies used. eFX background preferred.
• Genuine curiosity about emerging technologies, Python knowledge.
• Ability to use data to make decisions, analyse trends, simplify complex problems and express themselves thoughtfully.
• Ability to translate a customer's business process to product capability and suggest solutions.
• Relationship Management skills to establish trusted advisor relationships with clients, as well as collaborate with internal Account Team.
• Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner, with ability to flex style depending on audience (C-Level / Leadership / Team).
• Strong problem-solving skills.
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market.
• Bachelor's degree required

Responsibilities

• Develop and execute the revenue retention strategy and customer success plan for FX Trading divisions within our most strategic sell-side and buy-side accounts
• Demonstrate and educate new customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case
• Build deep relationships with key customer stakeholders to advise engagement strategy and build "LSEG advocates"
• Work along other teams such as Account Managers, Implementation Specialists, Product and Sales Strategy, to ensure we're addressing customers' needs
• Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends
• Monitor customer health, adoption metrics, renewals and execution of customer success plans
• Partner with 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
• Contribute to overall vision and strategy of the Customer Success Management Group

Skills

FX knowledge

Data-driven

Python basics

Relationship mgmt

Presentation skills

Client facing

Stakeholder mgmt

Education

Bachelor's degree

Job description

As a Customer Success Manager, you are responsible for fostering intimate relationships and being a trusted advisor to our customers who use our Desktop Solutions through the customer experience journey. CSM plays a vital role in ensuring that our customer's fully leverage the value of LSEG by discovering and implementing our FX solutions while continuously providing guidance throughout the customer's journey, creating the conditions for optimal renewal and upsell growth.

This role focuses primarily on driving the value creation, retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of end-users. Your portfolio will mainly be market participants in Forex, Interest Rate, derivatives, for pre-trade, trading and post trade workflows.

You will be the owner of Customer Success Plans and the delivery of all agreed upon achievements. You will visit customers and establish partnership with key partners and user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders provide insights on customer health to drive retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with our product roadmap.

Furthermore, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.

Responsibilities:

• Develop and execute the revenue retention strategy and customer success plan for FX Trading divisions within our most strategic sell-side and buy-side accounts
• Demonstrate and educate new customers on how to use our products, content, and technologies in a manner that is tailored to their specific use-case
• Build deep relationships with key customer stakeholders to advise engagement strategy and build "LSEG advocates"
• Work along other teams such as Account Managers, Implementation Specialists, Product and Sales Strategy, to ensure we're addressing customers' needs
• Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends
• Monitor customer health, adoption metrics, renewals and execution of customer success plans
• Partner with 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
• Contribute to overall vision and strategy of the Customer Success Management Group

Your Success - A CSMs success will be measured by:

• High value customer engagements, onboarding activities, including various types of trainings/presentations
• Breadth & depth of customer relationships
• Retention and risk mitigation management
• Drive account growth with sales
• Contributions to role and process improvement

Qualifications/Skills:

• +3 years of experience in the financial services industry, preferably in a client facing role.
• Deep understanding of Foreign Exchange / Money Markets, structure of a Trading desk, venues and technologies used. eFX background preferred.
• Genuine curiosity about emerging technologies, Python knowledge.
• Ability to use data to make decisions, analyse trends, simplify complex problems and express themselves thoughtfully
• Ability to translate a customer's business process to product capability and suggest solutions.
• Relationship Management skills to establish trusted advisor relationships with clients, as well as collaborate with internal Account Team.
• Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner, with ability to flex style depending on audience (C-Level / Leadership / Team)
• Strong problem-solving skills.
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market.
• Proactive and positive attitude that has a "whatever it takes" approach to increase customer satisfaction.
• Bachelor's degree required

We are committed to fair and inclusive hiring practices to ensure equal opportunities for all candidates.

Career Stage:

Senior Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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