Customer Success Manager

lseg; Hong Kong; Presencial; HKD 600.000 - 900.000; Jornada completa

Descripción de la vacante

London Stock Exchange Group (LSEG) is seeking a Customer Success Manager to foster trusted partnerships with clients across Asset Management, Wealth Management and Investment Banking. You will serve as a trusted advisor, ensuring customers maximize value from our Workflow Solutions and renew with confidence.

Responsibilities include developing and executing customer success plans, onboarding and training, conducting tailored product demos, and communicating customer insights to Sales, Product

Formación

• 2–3 years of customer success/client relationship experience, pre-sales, or role preferably within a financial data organisation.
• Bachelor's degree or equivalent required, CFA or CFA Candidate/MBA preferred.
• Strong financial markets knowledge (Equities, FX, Fixed Income, Funds, Macroeconomics).
• Deep understanding of Capital Markets, Investment Advisory/Wealth markets, and related roles in buy-side/sell-side.
• Experience in client-facing roles in account management/relationship management in Wealth or Capital markets.
• Able to use data to make decisions and interpret data trends.

Responsabilidades

• Develop and implement customer success strategy to drive revenue retention.
• Monitor customer health, adoption metrics, renewals, and value realization.
• Deliver engaging, customised product demos based on user workflow and requirements.
• Partner with sales leadership to provide customer insights focused on adoption, expansion, and renewals.
• Provide insights to Market Development and Product on customer experience and industry trends.
• Build deep relationships to formulate engagement strategy and advocate customers.
• Participate in industry events to network and stay updated on trends.

Conocimientos

Customer success

Account management

Relationship management

Data-driven decisions

Presentation skills

Educación

Bachelor's degree

CFA/CFA Candidate/MBA preferred

Descripción del empleo

Do you have a passion for helping people and serving as their voice to shape our business and meet their needs?

At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyses change.

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

This role focuses primarily on driving value creation, executing retention strategy to ensure adoption, and the integration and expansion of our solutions into the daily workflow of end-users. Your portfolio will primarily comprise of clients in the Asset Management, Wealth Management, and Investment Banking spaces.

You will be the owner of Customer Success Plans and the delivery of all agreed upon objectives. You will visit customers and establish relationships with key partners and user communities to ensure we are delivering the ultimate customer experience. You will partner with Account Managers and Sales Leaders by providing insights on customer health to drive retention and growth. Additionally, you will collaborate with Product Teams and Customer Proposition to provide the voice of the customer to align their needs with our product roadmap. Furthermore, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.

Role Overview

• Develop and implement customer success strategy to drive revenue retention
• Monitor customer health, adoption metrics, renewals, and implementation of customer value plans
• Deliver highly engaging and customised product demos based on user workflow and their requirements
• Partner with sales leadership to provide customer insights 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 align customer needs with business strategy
• Build deep and strategic relationships with customers to formulate engagement strategy and build "LSEG advocates"
• Participate in industry events alongside the team to network, increase brand presence, and stay up to date on industry trends
• Chip in to overall vision and strategy of the Customer Success Management Group

Your Success

• High value customer engagements, including onboarding activities and various types of trainings/presentations
• Breadth & depth of customer relationships
• Retention and risk mitigation management
• Revenue expansion opportunities
• Contributions to role and process improvement

Qualifications/Skills

• 2-3 years of customer success/client relationship experience, pre-sales, or role preferably within a financial data organisation
• Bachelor's degree or equivalent required, CFA or CFA Candidate/MBA preferred
• Strong financial markets knowledge (includes Equities, FX, Fixed Income, Funds, Macroeconomics)
• Deep understanding of Capital Markets, Investment Advisory/Wealth markets, the role and function of Buy-side/Sell-side analysts, Portfolio Managers, Investment Bankers, Private Bankers, Wealth Managers, the Financial Services Industry and a strong external network
• Strong work experience in client facing roles in account management and/or relationship management roles in Wealth markets and/or Capital 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 while being flexible depending on audience (C-Level / Leadership / Team)
• Ability to adapt in a fast-paced environment and rapidly-changing market
• Proactive and positive demeanour as well as Growth mindset, has a steadfast approach to increase customer satisfaction and deepen relationships
• Proven track record and passion for driving outcomes

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.