Customer Success Manager, London Stock Exchange

• Customer Service: +3 years of relevant work experience in customer success, sales, consulting, or other customer facing roles
• Financial Knowledge: Demonstrated expertise with at least some of the following: structured finance (RMBS, ABS, CMOs, CMBS, CLOs), risk management, portfolio analytics, valuation, mortgage loan level data
• Software Skills: proficiency in Excel, Excel Add-Ins, PowerPoint, and Programming APIs. Prior experience with Yield Book preferred
• Proven communicator comfortable facilitating customer meetings and building relationships at financial institutions
• Strong problem-solving skills
• Proactive and positive attitude
• You value quality and pay close attention to detail, taking full ownership and following-through

• As a Customer Success Manager (CSM) you connect clients to our products providing guidance throughout the customer’s lifecycle and creating the conditions for optimal contract renewal and growth
• In a role that is comprised of relationship management, education, and workflow expertise, the CSM serves as a trusted advisor to customers, managing a portfolio of financial institutions that have subscribed to LSEG Analytics, a fast-growing business at LSEG focused on transforming market data into actionable and AI-powered insights
• Develop as a subject matter expert across a selection of LSEG’s Analytics Solutions, specifically the Yield Book product suite, guiding clients to maximize their subscriptions. You’ll drive adoption of financial analytics and reporting tools that our clients have purchased for portfolio management and security valuations, risk management and regulatory reporting as well as historical and time series sensitivity analysis
• Relationship Management: Manage the relationship with your portfolio of LSEG customers, from sale to onboarding and expansion. You will build relationships, proactively contact users and visit their sites in person, with a small amount of travel required (25%). You’ll interact with a broad range of stakeholders at financial institutions: C-Suite, heads of desks and end users (portfolio and fund managers, sales, traders, analysts, risk managers, developers)
• Monitor customer health and proactively identify risks. You’ll assess depth of product usage, frequency, and quality of interactions, and incorporate your understanding of your customer. You will create a strategy to mitigate any cancellation risk, partnering with different teams at LSEG and bringing customer intel back inclusive of the competitor market in your segment
• Education: Demonstrate and educate end-users on how to use our solutions and models in a manner that is tailored to their specific workflow and use-case, regularly promoting new features, and reviewing product roadmaps with them so that we incorporate their feedback into our investment decisions
• Drive organic expansion within your book of business, uncovering new opportunities by actively asking questions and proposing new products that can solve their needs, which for which you’ll bring our Sales teams to upsell and cross-sell
• Partner with Account Managers, Implementation Specialists, Product Managers and Customer Support, among other teams, to ensure we're addressing your customers’ needs, acting as their voice at LSEG
• Your Success: A CSM will be measured on:
• Customer engagement
• Product Adoption
• Revenue attrition and risk mitigation plans implemented
• Contribution to sales and renewals

• Hybrid working options
• Healthcare
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives

Total funding: $53.3m

The London Stock Exchange is one of the world’s oldest stock exchanges, with a history dating back over 300 years. It operates as a part of LSEG (London Stock Exchange Group), one of the world’s leading providers of financial markets infrastructure, as a marketplace to enable stock brokers and traders to buy and sell stocks, bonds, and other securities.