London Stock Exchange Group – Customer Success Manager – Sydney, Australia

Job Description

At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.

As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who utilize our Desktop & Enterprise Solutions through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure the adoption, integration, and expansion of our solutions into the daily workflow of end-users. You will work mainly with users in the Investment & Wealth Management and or Financial Markets Research space.

You will own the Customer Success Plans and the delivery of all agreed-upon milestones. You will visit customers and build relationships with key stakeholders and the user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition to provide the voice of the customer to align customer needs with our product roadmap.  Furthermore, you will work with other sales leaders and horizontal teams to achieve success for our customers and LSEG.

Role Responsibilities

• Develop and execute the customer success strategy for Investment & Wealth Management accounts to drive revenue retention
• Monitor customer health, adoption metrics, renewals, and execution of customer success plans
• Delivering highly engaging customized product demos based on user workflow and their requirements
• Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities, and renewals
• Provide insights to Market Development, Customer Operations, and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy
• Build deep relationships with key customer stakeholders to inform engagement strategy and create “LSEG advocates”
• Participate in industry events alongside the team to foster networking, and brand presence, and stay up to date on industry trends
• Contribute to the overall vision and strategy of the Customer Success Management Group 

Qualifications

• 2+ years of customer success/client relationship experience, pre-sales, or consulting role preferably within a content organization desired
• An Interest and understanding of  the financial markets, the role and function of Asset Management and Wealth Management, the Financial Services Industry, and strong external network
• Proven track record and enthusiasm for driving outcomes
• Strong track record of identifying customer needs and successfully executing retention and adoption strategies
• Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
• Excellent communication and presentation skills with the ability to flex style depending on the audience (C-Level / Leadership / Team)
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market
• Innovators who can use data to make decisions, simplify complex problems and express themselves thoughtfully
• A proactive and positive attitude that has a “Whatever it Takes” approach to increase customer satisfaction and deepen relationships
• Strong presentation (verbal & written) and interpersonal skills

At LSEG, we believe that creating a diverse and inclusive organization 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 organization 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 the 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 well-being 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, color, 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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, how it’s obtained, your rights, and how to contact us as a data subject.

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.