Position SummaryThis is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Digital Customer Success Manager plays a key role in enhancing customer experience by demonstrating a network of partners across LSEG along with an at scale framework, to ensure customers’ business objectives are achieved through full utilisation of solutions into the daily workflow of end-users. The Digital Customer Success Manager will provide customers with differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions.Role Responsibilities
Proactively seeks opportunities to create value realisation of LSEG products.
Builds customer relationships with many different personas.
Considers impact of market trends on customers and the influence on business benefits.
Provides valuable and timely customer insights to internal product and account teams.
Drives commercial value creation through adoption of all Risk solutions purchased by the customer to achieve revenue retention and customer engagement
Plays a key role in enhancing customer experience by demonstrating a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users
Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, breakthroughs, risks and metrics needed to achieve them
Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case
Monitor usage, health gauges, competitive landscape and any other relevant data to create a retention strategy
Build, maintain and demonstrate strong relationships with business decision makers and users within each account to influence adoption.
Qualifications and Experience
French / Italian / Arabic language required.
Required University degree or relevant work experience equivalent
Strong Microsoft Office proficiency
Strong problem-solving skills
Agility to adapt and excel in a fast paced environment.
Proactive and positive attitude to the lead in developing client strategy to deliver thoughtful impact across our clients to achieve customer satisfaction.
Experience facilitating customer meetings and trainings to large audiences in a concise, inspirational and convincing manner.
Client Screening, PEP Classification, Sanctions and KYC Due Diligence in-depth knowledge desirable Financial & Risk industry knowledge required – AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers' business model
Ability to map a customer’s business process to product capability
Strong ability to collaborate with internal operational and account management teams
Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
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.Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, .If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
