Customer Success Manager, Pricing and Reference Services

London Stock Exchange Group; New York, Northern (NY, KY); Hybrid; USD 98,000 - 163,000; Full time

Benefits offered by this job

Wellness allowance

Paid time off

Medical/dental/vision insurance

401(k) with company match

Commuter benefits

Job summary

London Stock Exchange Group is seeking an Associate Customer Success Manager in New York to serve as a trusted advisor for Pricing and Reference Data customers. You will drive adoption, retention, and expansion while educating clients on product roadmaps and value plans.

You will work with accounts across data and analytics offerings, coordinate with multiple internal teams, and monitor customer health to mitigate risks. Some travel onsite may be required.

Qualifications

• 1+ years in customer success, sales, or advisory roles.
• Experience with SaaS and financial data is preferred.
• Ability to translate business needs to technical solutions.

Responsibilities

• Act as SME for LSEG Pricing and Reference Data products.
• Serve as trusted advisor across customer lifecycle (LAER).
• Monitor customer health and understand use cases/goals.
• Co-create and review success/value plans and product roadmaps.
• Educate customers, gather feedback, and drive adoption and retention.
• Identify expansion opportunities within the book of business.
• Collaborate with Account Management, Help Desk, Solution Consulting, and Product Teams.
• Identify risks and develop mitigation plans with partners.

Skills

Customer Success

SaaS experience

Relationship building

APIs, cloud

SQL, JSON

CRM dashboards

Tools

Salesforce

Gainsight

Tableau

Job description

We are looking for a highly driven and empathetic Associate Customer Success Manager to join our team. You will serve as a trusted advisor to customers across our Data & Feeds solutions to help unlock value and solve complex challenges. In this role, you'll be part of the Customer Success team delivering solutions for our Pricing and Reference Data clients. Learn more about Customer Success at LSEG.

What you'll do:

• Act as a SME across LSEG our Pricing and Reference Data product suite (Reference data and pricing services | Data Analytics), keeping up with industry trends and competitive landscape.
• Trusted Advisor: Serve as a trusted point of contact for LSEG customers throughout the customer lifecycle; Land, Adopt, Expand, Renew (LAER).
• KYC: Monitor customer health, understand customer use cases, goals, workflows, challenges, and opportunities.
• Conduct Business Reviews: Co-create and review success/value plans - share product roadmaps, strategy, and review achievements.
• Own Customer Engagement: Educate, provide thought leadership, raise customer issues, and gather customer feedback.
• Drive organic expansion within book of business; proactively identify lead generation opportunities.
• Partner with supporting teams and collaborators to bring about best outcomes for customers (Account Management, Help Desk, Solution Consulting, Escalations, Proposition Sales, Product and Content Teams, and Developer Community).
• Proactively identify risks and develop action plans to mitigate with partners.

Who you are:

• 1+ years of relevant work experience in customer success, sales, consulting, and/or customer facing roles.
• SaaS and financial services/financial data experience preferred.
• Experience or knowledge of implementing and supporting data and/or technology solutions.
• You have success in building trust and getting results for a broad range of partners: senior leaders, developers, and/or day-to-day application users.
• You have an aptitude for digesting and effectively communicating both business and technical concepts across audiences of varying ability.
• Experience with APIs, cloud, and open-source technologies (AWS, GCP, Azure), Python, SQL, JSON a plus.
• CRM and/or Customer Success/Dashboard platforms experience (Salesforce, Gainsight, Tableau…) a plus.
• Solid interpersonal skills and experience building strong internal and external relationships.
• You strive to understand customers' business goals, anticipate future needs and identify solutions.
• Natural curiosity to seek out information and learn new skills across business and technology disciplines.
• You focus on customer happiness and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption.
• Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help.
• You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through.
• Solid project management, technical and problem-solving skills.
• Ability to travel onsite when required.

Career Stage: Senior Associate

Compensation/Benefits Information:

The anticipated base salary for this position is $97,500 - $162,500. Please be aware base salary ranges may vary by geographic location, city and state.

In addition to our offered base salary, this role is eligible for our Variable Incentive Compensation plan. Target variable compensation will be commensurate with the posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience.

• Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match.
• basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.

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.

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. 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. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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.