Customer Success Management Team Senior Associate, London Stock Exchange
LCH Ltd
Stock exchange in the City of London
Job no longer available
Stock exchange in the City of London
1001+ employees
Job no longer available
1001+ employees
Company mission
To make things happen, out there in the real world, where it matters.
Role
Who you are
- A passion for customer service and relationship building
- Excellent interpersonal skills and a proactive approach to account management
- Experience with Salesforce or similar CRM tools
- Strong partnership & team working skills along with a problem-solving attitude
- Proven account management experience with a focus on investment banking/buy side clients
What the job involves
- The LCH Ltd Customer Success Management (CSM) team is the front of house team for LCH customers. We ensure our customers have a smooth, supported experience across all LCH services from the point of onboarding to our clearing services and following go-live
- LCH sits within the Markets division of LSEG, and the CSM team is embedded in the LCH Operations function. We work closely with a wide range of internal stakeholders to support the customer base
- Provide dedicated account management for key customers, including regular in-person meetings and proactive engagement with strategic contacts. You will serve as their primary business-as-usual liaison for all LCH-related matters
- Voice of the customer: collect & analyse customer feedback and advocate for change (when appropriate) on their behalf to drive improvements in our service offering
- Be the first point of contact for customer liaisons via Service Cloud (Salesforce) — handling shared mailboxes and ensuring fast, friendly responses
- Support key LCH initiatives, focusing on clear, proactive outward communications and member support
- Own external member communications, from sending notices to handling follow-ups for BAU and as part of incident management
- Help resolve customer concerns, providing guidance through issues with emotional intelligence and efficiency in a timely manner
- Be a champion of the LCH Knowledge Centre & Portal! We seek to drive external adoption helping customers become more self-sufficient via our online resources! Have you got what it takes to engage our customers through this medium?
- Produce customer MI for senior management, highlighting engagement trends and member feedback. We want to delight our leadership team by showcasing our achievements!
- Collaborate with internal teams (Ops, Risk, and more) to ensure customer needs drive improvements
Salary benchmarks
Our take
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.
The London Stock Exchange has lived through a stream of innovations; from telegraph and telephone, to the Market Price Display System, automatic trade matching, and the digitisation of issuer services. In 2019 it acquired Refinitiv, a financial information company, and in doing so became a global financial news and data business.
Most recently, the London Stock Exchange has made moves to support the evolution of private markets, and further build its presence in this space. It partnered with Floww, a platform that connects investors with private companies, with aims to launch a private primary capital raising facility, as well as explore new technologies and secondary market options for the platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
David Schwimmer
(CEO)Prior to joining LSEG in 2018, David was a Managing Director at Goldman Sachs for over 20 years.
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