at Thomson Reuters DBA Refinitiv in Chicago, Illinois, United States
Job Description
Role Overview:
Come Join the LSEG team!
As a Customer Success Manager (CSM) you connect clients to our products providing guidance throughout the customer's lifecycle and creating the conditions for optimal contract renewal and growth!
In a role that is comprised of relationship management, education,and workflow expertise, the CSM serves as a trusted advisor to customers, handling a portfolio of financial institutions that have subscribed to LSEG Analytics, a fast-growing business at LSEG focused on transforming market data into actionable and AI-powered insights.
What you'll do:
Develop as a subject matter expert in Fund Performance Analytics. You will own a portfolio of clients that subscribe toLSEG Lipper, the leading source of fund performance research, data and analytics spanning mutual funds, closed-end funds (CEFs), exchange-traded funds (ETFs), hedge funds, domestic retirement funds, pension funds and insurance products.
You'll drive adoption and understand how the clients use the data for peer analysis and benchmarking, manage risk and inform their investment strategies.
Relationship Management: Build the relationship with your portfolio of LSEG customers, from sale to onboarding and expansion, guiding clients to maximize their subscriptions and channelling them to the right teams at LSEG. You will build relationships, proactively contact users and visit their sites in person, with a small amount of travel required (25%). You'll interact with a broad range of partners at financial institution including C-suite and end-users of our data: portfolio managers, fund managers, analysts, risk managers and developers among others.
Monitor customer health and proactively identify risks. You'll assess depth of product usage, frequency, and quality of interactions, and incorporate your understanding of your customer. You will create a strategy to mitigate any cancellation risk, partnering with different teams at LSEG and bringing customer intel back inclusive of the competitor market in your segment.
Education: Demonstrate and educate end-users on how to use our solutions and models in a manner that is tailored to their specific workflow and use-case, regularly promoting new features, and reviewing product roadmaps with them so that we incorporate their feedback into our investment decisions.
Drive organic expansion within your book of business, uncovering new opportunities by actively asking questions and proposing new products that can solve their needs, which for which you'll bring our Sales teams to upsell and cross-sell.
Partner with Account Managers, Implementation Specialists, Product Managers and Customer Support, among other teams, to ensure we're addressing your customers' needs, acting as their voice at LSEG.
Your Success:A CSM will be measured on:
Customer engagement
Product Adoption
Revenue attrition and risk mitigation plans implemented
Contribution to sales and renewals
Qualifications/Skills:
Customer Service: +3 years of relevant work experience in customer success, sales, consulting, or other customer facing roles.
Financial Knowledge: Proven experience in fund performance analysis, risk management or portfolio analytics.
Software Skills: proficiency in Excel and PowerPoint. Prior experience with Lipper preferred.
Strong communicator comfortable facilitating customer meetings and building relationships at financial institutions.
Strong problem-solving skills.
Proactive and positive demeanor.
You value quality and pay close attention to detail, taking full ownership and following-through.
What we offer:
Competitive salary package: base + quarterly bonus
401(k) with matching contribution
Comprehensive medical, vision, and dental coverage
Flexible vacation and PTO policies
Hybrid working with 2/3 days in the office or at client sites, and 2/3 doing home-office
Learning and development opportunities for career growth
A strong, inclusive and fun culture of team collaboration working with a wide range of colleagues globally.
A front seat into how technology powers financial markets
Customize your day-to-day
Compensation/Benefits Information (New York applicants only):
LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $74,600 -... For full info follow application link.
As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world-regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. LSEG is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
