Customer Success Manager – Investment Solutions and Wealth

The CSM plays a vital role in ensuring that our customer's fully leverage the
value of Refinitiv by discovering and implementing workflow solutions while
continuously providing guidance throughout the customer's journey.
In a role that is comprised of relationship management, education, data
science and deep functional expertise, the CSM is responsible for successful
adoption and expansion of Wealth Management content, platforms, and
technologies within assigned accounts.
Equal parts trusted advisor and roadmap architect, the CSM collaboratively
designs and implements engagements with key business decision makers, assists
in reducing competitive risk, and identifies opportunities in his/her
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.
Role Responsibilities:
* Create and execute proactive customer engagements (e.g. Investment and Wealth Management workshops) that help customers to maximize the value derived from Refinitiv solutions post sale and build adoption and advocacy
* 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 optimization 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
* ‎80% of time spent in front of customers (in person or virtual)
Qualifications and Experience Required:
* Looking for someone with up to ‎5 years of experience within wealth management, private banking clients or Fintechs. Ability to drive desktop sales from existing and new customers
* Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, Excel, MS Office); knowledge of trading floor tech/ data apps
* Strong customer service skills. Also, API / Python programming skills would be a big plus
* English and French speaking and writing skills required
Others:
* Presentation skills (verbal & written)
* Strong interpersonal skills
* Training or related experience preferred
* College/ university degree or relevant work experience equivalent required Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc)
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.
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