Customer Success Manager, Sales & Trading

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 customers 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 partnerships with key partners and the user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders to 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.

Role Overview

• 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 with other teams such as Account Managers, Implementation Specialists, Product and Sales Strategy, to ensure we're addressing our 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 the overall vision and strategy of the Customer Success Management Group.

Your Success

A CSM's 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, analyze 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 the 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.
• Mandarin speaking preferred to deal with Mandarin speaking clients.

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

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