Customer Success Manager

Customer Success Manager

As a Customer Success Manager, you will be a trusted advisor to our Trading Customers, guiding them through their customer experience journey with our Trading Desktop. Your primary focus will be on driving the adoption, integration, and expansion of our solutions into the daily workflow of end-users, ensuring their retention and satisfaction.

In this role, you will develop and implement customer success strategies and plans for trading accounts to drive revenue retention. You will deliver highly engaging, customized workflow-based customer engagements and build deep relationships with key customers to advise on engagement strategies. By participating in industry events alongside the team, you will develop networking opportunities, enhance our brand presence, and stay up-to-date on industry trends.

We believe in delivering a world-class customer experience. You will visit customers, build relationships with the user community, and partner with Account Managers and Sales Leaders to provide insights on customer health, focusing on retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition teams to ensure customer needs align with our product roadmap.

What We Stand For

We are committed to providing exceptional customer experiences, ensuring that every interaction is meaningful and impactful. Our dedication to building deep, meaningful relationships with our customers is at the core of our values. We continuously strive for improvement and innovation in our services, always seeking new ways to enhance the customer journey and deliver outstanding results.

Role Overview:

• Develop and implement customer success strategies and plans for trading accounts to drive revenue retention.
• Deliver highly engaging, customized workflow-based customer engagements.
• Build deep relationships with key customers to advise on engagement strategies.
• Participate in industry events to develop networking opportunities, enhance brand presence, and stay current on industry trends.
• Monitor customer health, adoption metrics, renewals, and the execution of customer success plans.
• Partner with sales leadership to provide insights on customer health, focusing on adoption, expansion opportunities, and renewals.
• Provide insights to Market Development, Customer Operations, and Customer Proposition teams 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.

A CSM's Success Will Be Measured By:

• High-value customer engagements and onboarding activities, including various types of training and presentations.
• The breadth and depth of customer relationships.
• Retention and risk mitigation management.
• Driving account growth with sales.
• Contributions to role and process improvement.

Qualifications/Skills:

• Several years of customer service, client relationship experience, pre-sales, or a trading role in the banking or financial sector is a plus.
• Preferably with knowledge of and experience in the FX trading space.
• Good communication and presentation skills with the ability to adapt style depending on the audience (C-Level/Leadership/Team).
• Proven track record of identifying customer needs and successfully implementing retention and adaptation strategies.
• Ability to adapt and thrive in a fast-paced environment and rapidly changing market.

Why Join Us?

A Diverse and Inclusive Workforce: an ability to work within a global, diverse and inclusive company with 300 years heritage and 25,000 people; We have a variety of Inclusion Networks who are a powerful lever of belonging, Plus an Employee Referral Bonus Scheme Constant Learning: 90 Day Sales On-Boarding Program, e-learning platform, a range of workshops, Access to real-time economic data Professional Development: Quarterly Connects to ensure you meet your Goals & Objectives Focus on Wellbeing ; A hybrid working model, we promote physical health and provide access to Mental Health Support, private medical healthcare, corporate pension plan, Daily "Me Hour", Annual wellness allowance Make An Impact: 2 Volunteer Days a Year to Help Make the World a Better Place, Matched Fundraising

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.

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.