What CSMs Do
Customer Success Managers (CSMs) connect our clients to Refinitiv's portfolio of products and solutions.
They play a vital role in ensuring our customers unleash the full power of Refinitiv by discovering and implementing workflow capabilities while continuously providing scalable yet adaptable guidance throughout the customer's journey.
In a role that is comprised of relationship management, education, and deep functional expertise, CSMs are responsible for successful adoption and expansion of our capabilities within their assigned accounts.
By transforming our client's business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth in partnership with their peers in Account Management.
What You'll Do
Work with a highly dynamic Customer Success Management (CSM), Leadership Team (CSLT) and Operations (CSOps) team covering the Americas (North, South, Central America) during an exciting time at the Data & Analytics division of the London Stock Exchange Group to further retention and growth goals.
This role will take on a unique special projects capacity in the Customer Success organization.
You will work closely with our Customer Success Operations team to drive process improvements throughout the Americas while learning our business, products, and workflows, gaining true Customer Success expertise in the process.
You're a great fit for the role if you're passionate about driving a great customer experience through process and analytical improvements and keen to use your strong interpersonal skills to partner with CSMs, the CSLT, and CSOps to help strategize around new and existing growth avenues.
Role Overview
- Partner with the Customer Success Leadership Team (CSLT) to help prioritize areas of next best actions towards risk mitigation.
- Assist with a variety of ad-hoc projects geared towards productivity improvements including user automation, CSM onboarding, and Customer Lifecycle execution.
- Monitor usage data, health gauges and growth opportunities to create actionable insights and strategically pivot when necessary.
- Help gear the CSOps team towards a proactive motion of day-to-day support, process improvement, and analytical rigor.
- Interpret data, analyze results, and provide ongoing reporting to the CSLT to maintain day-to-day operational efficiency.
- Ability to balance multiple requests and projects simultaneously while maintaining strong bias for high-quality work is a must.
Who You Are
- Strong Excel skills a must.
- Salesforce, Tableau, and Gainsight knowledge a plus.
- Python expertise not necessary but highly desirable.
- Collaborative, effective communicator, strong presentation skills, and a customer first attitude.
- A self-starter that thrives in a fast-paced environment and has a learn it all mindset.
- Strong project management, technical and problem-solving skills.
- Passion for the financial markets, and Customer Success discipline.
Success Metrics
- Retention & Revenue Growth
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose.
You'll be part of an organisation of over 25,000 people, spanning 70 countries.
We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths.
In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer.
We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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