Digital Customer Success Manager | Cape Town, ZA

London Stock Exchange Group; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading global financial markets infrastructure provider is seeking a Digital Customer Success Manager in Cape Town. This role focuses on driving customer engagement and retention through the effective use of Risk solutions. Candidates should possess a university degree and strong collaboration skills, along with a customer-centric approach. LSEG offers a diverse and innovative work environment with various benefits, including healthcare and retirement plans.

Benefits

Healthcare

Retirement plans

Paid volunteering days

Wellbeing initiatives

Qualifications

• Proficiency in Microsoft Office is essential.
• Knowledge of Client Screening, PEP Classification, Sanctions, and KYC Due Diligence is desirable.
• Understanding of the Financial & Risk industry, including AML and Financial Crime markets.

Responsibilities

• Drive value creation via adoption of Risk solutions to retain revenue and boost engagement.
• Enhance customer experience by leveraging internal expertise.
• Define business outcomes and develop success plans with clear objectives.

Skills

Collaboration

Problem Solving

Customer-Centric Approach

Education

University degree or equivalent work experience

Tools

Microsoft Office

Job description

Digital Customer Success Manager

Position Summary

This is a post-sales role that drives commercial value through the adoption of Risk solutions purchased by customers to achieve revenue retention and engagement. The Digital Customer Success Manager enhances customer experience by leveraging a network of experts across LSEG and implementing an at-scale framework, ensuring customers' business objectives are met through full utilization of solutions in the daily workflow of end-users.

The manager provides a differentiated customer experience through digital and traditional CSM strategies, helping clients realize the full value of our Risk solutions.

Role Responsibilities

1. Drive value creation via adoption of Risk solutions to retain revenue and boost engagement.
2. Enhance customer experience by leveraging internal expertise and ensuring full solution utilization.
3. Define business outcomes and develop success plans with clear objectives, stakeholders, milestones, risks, and metrics.
4. Educate new customers on product use tailored to their specific workflows and use cases.
5. Monitor usage, health metrics, and market landscape to develop retention strategies.
6. Identify growth opportunities by collaborating with sales teams.
7. Gather and input customer feedback into the CRM system.
8. Ensure customers derive maximum value, utilize licenses effectively, and collaborate internally for retention and growth.
9. Build and maintain relationships with decision-makers and end-users to influence adoption.

Qualifications and Experience Required

1. University degree or equivalent work experience.
2. Proficiency in Microsoft Office.
3. Knowledge of Client Screening, PEP Classification, Sanctions, and KYC Due Diligence is desirable.
4. Understanding of the Financial & Risk industry, including AML and Financial Crime markets.
5. Ability to map customer processes to product capabilities.
6. Strong collaboration skills with internal teams.
7. Experience in engaging with executives and establishing trusted advisor relationships.
8. Proven ability to facilitate meetings and present convincingly.
9. Strong problem-solving skills.
10. Ability to adapt in a fast-paced, changing environment.
11. Proactive, positive attitude with a customer-centric approach.

LSEG is a leading global financial markets infrastructure and data provider, committed to driving stability, empowering economies, and enabling sustainable growth.

Our core values are Integrity, Partnership, Excellence, and Change, which guide our actions and decision-making.

Joining us means becoming part of a diverse, collaborative, and innovative organization with a global presence of 25,000 employees across 65 countries. We value individuality and support your authentic self at work, fostering a culture of ideas and sustainability. We are dedicated to re-engineering the financial ecosystem to support sustainable economic growth, including the green economy and inclusive opportunities.

LSEG offers various benefits such as healthcare, retirement plans, paid volunteering days, and wellbeing initiatives.

We are an equal opportunity employer, committed to non-discrimination and accommodating diverse needs and beliefs.

Please review our privacy notice to understand how your personal data is handled.

If applying via a Recruitment Agency, ensure candidates are aware of this privacy notice.

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