As an Associate Customer Success Manager, you will be responsible for fostering relationships and being a trusted advisor to our Customers who utilize our Risk products and services through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our customers and end-users within the long-tail (LCC) space. You will work mainly with customer groups in compliance, audit, legal and risks functions in financial services, accounting firms, regulators, insurance, energy and other industries undergoing regulatory change.
You will coordinate with im-market CSMs and CSM Market Leads to drive Customer Success Plans and the delivery of all agreed upon milestones. You will connect remotely with customers and build relationships with key stakeholders and the user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders, providing insights on customer health to drive retention and customer satisfaction. Additionally, you will collaborate with Regional Proposition Sales, Sales Readiness and Customer Proposition teams to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other cross-functional teams to achieve our strategic objectives.
Role Responsibilities:
Develop and execute the customer success strategies for your assigned/pooled accounts to drive revenue retention and identify growth opportunities
Monitor customer health, adoption metrics, renewals and execution of customer success plans
Be an expert on Refinitiv World-Check and Risk solutions by managing the delivery of our services
Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
Responsible for successful customer retention within the Risk business for your assigned LCC market(s)
Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
Deliver highly engaging ‘classroom-style’ Academy product walkthrough sessions (World Check One including paid add-ons such as UBO Check, Media-Check, and Vessel Check, Ongoing Screening and Watchlist, Qual-ID, WC1 API, World Check Online, World-Check Datafile etc) based on user workflow and customer requirements
Increase product stickiness by demonstrating relevant new content and functionality that enable end users to improve efficiencies
Responsible for working with the implementation team to successfully onboard and integrate new customers via ‘digital’ and campaign-led focus
Build deep relationships with key customer stakeholders to inform engagement strategy and create ‘champions’
Liaise between the customer and internal teams to escalate and resolve issues in a timely manner
Contribute to the development of best practices within the LCC space
Qualifications and Experience Required:
At least 1-2 years of customer success/customer relationship experience, pre-sales, or consulting role ideally in a SaaS solutions or professional business solutions environment
Deep understanding of compliance, audit and risk within the financial services industry
Proven track record and enthusiasm for driving outcomes with ability to work under pressure
Self-motivated, detail-oriented and able to thrive in a results-driven, fast-paced environment
Natural relationship builder with integrity, reliability and maturity
Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, customer retention.
Able to use data to make decisions, simplify complex problems and express themselves thoughtfully
Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
Excellent communication and presentation skills (verbal and written)
Proactive and positive attitude with a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships
Strong track record of identifying customer needs, problem-solving and successfully executing on retention and adoption strategies
Bachelor’s degree required, Certified Anti-Money Laundering Specialist (CAMS) preferred
Business proficiency in verbal and written Mandarin or Cantonese is required
Career Stage:
Senior AssociateLondon 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.
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