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Enterprise Customer Success Manager

London Stock Exchange Group Beijing, China
Posted 2 months ago Permanent Competitive
Position Summary

This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across Refinitiv and ensuring customers' business objectives are achieved though full utilization of solutions into the daily workflow of end-users. The scope includes broader number of solutions (Feeds, Enterprise) that will engage customer across all Refinitiv products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management.

Role Responsibilities

• Deliver tailored engagements (e.g., enterprise workshops) that help customers to maximize the value derived from Refinitiv solutions post sale and build intimacy

• Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption

• Interpret and take action on usage information focusing on at risk" customers to mitigate cancellations and identify value optimisation opportunities

• Promote insights relevant to customers' workflow and act as a voice of the customer internally, feeding back their experiences

• Provide transparency to the customer and act a 'quarterback' to ensure Refinitiv delivers on sales commitments

• Shepherd customers to support channels available as part of the value Refinitiv provides

• Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers

• Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process

• Stay vigilant of risks on the market and customer sites to drive retention and take mitigation actions where possible

Qualifications/Skills:

• 3-5 Years knowledge & experience in Enterprise Technology and the financial services industry.

• Commercial experienced in B2B consultative selling, preferably in a SaaS company.

• Significant experience across asset classes.

• Experienced in customer focused on all aspects of your work.

• Ability to map a customer's business process to product capability.

• A good understand of financial information industry and associated workflows and participants.

• Knowledge of Refinitiv and competitors' products and services.

• Strong ability to collaborate with internal operational and account management teams

• Excellent communication skills. Experience facilitating customer meetings and presenting to an audience in a concise, inspirational, and convincing manner.

• Strong project management and problem-solving skills.

• Industry qualifications preferred (CFA, MBA, FRM, etc.)

• Able to perform optimally under pressure.

• Ability to travel onsite when required.

• Bachelor/Master degree.

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, Great 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; We have a hybrid working / flexible 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

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.

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.
Job ID  R0070999
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