Customer Success Manager

A Customer Success Manager at LSEG is responsible for establishing strong relationships with clients, ensuring the successful adoption of our quant and feed solutions. This includes developing comprehensive success plans, providing tailored education to clients, and monitoring usage data for actionable insights. Additionally, CSMs identify upsell or cross-sell opportunities, engage with key decision-makers, and collaborate with internal teams to enhance client experiences.

To succeed as a Customer Success Manager at LSEG, candidates should have 2-5 years of commercial experience in B2B consultative selling or customer success, preferably within a SaaS environment. Strong project management and problem-solving skills, along with an ability to build executive engagement relationships, are crucial. Familiarity with quantitative asset management and a passion for financial markets will set candidates apart.

LSEG is deeply committed to employee development, offering a range of training programs designed to equip Customer Success Managers with essential skills and expertise. Additionally, CSMs are encouraged to take part in various projects that enhance their capabilities and promote career advancement. The dynamic work environment fosters collaboration, allowing employees to share knowledge and learn from experienced colleagues.

Customer Success Managers at LSEG utilize a variety of tools to enhance client engagement and support. This includes Microsoft Azure for cloud solutions, advanced data analytics software to monitor client progress, and CRM systems for managing client relationships. Having the technical ability to leverage these tools will allow CSMs to deliver exceptional service to our clients.

The compensation for the Customer Success Manager at LSEG is competitive, with a base salary range of $96,300 - $160,700, dependent on factors such as experience and geographic location. In addition to base salary, the role is eligible for a Variable Incentive Compensation plan that aligns performance with financial incentives. Comprehensive benefits, including health plans and retirement savings options, are also part of the compensation package.

To ensure successful onboarding, I prioritize clear communication with the client to understand their specific needs. I implement a detailed onboarding plan that includes scheduled training sessions, regular check-ins, and tailored resources to help clients start using our solutions effectively and derive immediate value from their investment.

In a previous role, I encountered a situation where a client expressed frustration over a product issue. I took immediate action by directly communicating with them to understand their concerns, providing them with a step-by-step resolution process, and following up regularly until the issue was fully resolved. This personal attention not only rectified the issue but also strengthened our relationship, leading to additional business.

I focus on several key metrics such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), product usage data, and renewal rates. These metrics help me gauge how clients are engaging with our products and whether we are meeting their expectations, allowing me to proactively address any concerns.

Collaboration is vital at LSEG. I regularly communicate with sales and technical support teams to share customer feedback and insights. This ensures we can tailor our solutions effectively and address any challenges clients might be facing. Additionally, by collaborating on customer meetings and presentations, we maximize our impact and provide a well-rounded service.

I employ a proactive engagement strategy that includes regular check-ins, personalized follow-ups, and timely sharing of relevant insights or updates. By being consistently available and demonstrating a genuine interest in their success, I build trust and rapport, which are crucial for long-term relationships.

In a previous position, I managed multiple accounts simultaneously, each with its own unique challenges. To effectively handle this, I prioritized tasks based on urgency and importance, leveraging project management tools to organize my workload. I communicated with clients about timelines and adjusted expectations where necessary, which helped me manage competing priorities without compromising service quality.

I view negative feedback as an invaluable opportunity for improvement. When I receive it, I listen carefully to the client's concerns, acknowledge their feelings, and reassure them that their feedback is taken seriously. After addressing their issues, I implement changes wherever feasible and follow up to ensure they feel valued and heard.

Data is foundational in my approach to customer success. I analyze usage statistics and conduct regular reviews to assess how clients interact with our solutions. This data-driven insight enables me to proactively identify potential risks, recommend enhancements, and ensure clients are maximizing their benefits, leading to better retention.

I am excited about the opportunity to work at LSEG because of its commitment to innovation in the financial sector. My passion for technology and finance aligns well with LSEG's objectives. I believe my skills in relationship-building and strategic thinking would allow me to contribute significantly to ensuring clients meet their goals using LSEG's offerings.

I dedicate time to follow industry news and participate in relevant webinars and conferences. Networking with other professionals and subscribing to financial publications are also essential practices. This continuous learning ensures I can provide informed insights to my clients, enhancing their experience and success.