Customer Success Manager Pricing and Reference Services

We are looking for a highly driven and empathetic Associate Customer Success Manager to join our team. You will serve as a trusted advisor to customers across our Data & Feeds solutions to help unlock value and solve complex challenges. In this role, you’ll be part of the Customer Success team delivering solutions for our Pricing and Reference Data clients. Learn more about Customer Success at LSEG.

• Act as a SME across LSEG’s Pricing and Reference Data product suite (Reference data and pricing services | Data Analytics), keeping up with industry trends and competitive landscape.
• Trusted Advisor:
  Serve as a trusted point of contact for LSEG customers throughout the customer lifecycle;
  Land, Adopt, Expand, Renew (LAER).
• KYC:
  Monitor customer health, understand customer use cases, goals, workflows, challenges, and opportunities.
• Conduct Business Reviews:
  Co-create and review success/value plans – share product roadmaps, strategy, and review achievements.
• Own Customer Engagement:
  Educate, provide thought leadership, raise customer issues, and gather customer feedback.
• Drive organic expansion within book of business; proactively identify lead generation opportunities.
• Partner with supporting teams and collaborators to bring about best outcomes for customers (Account Management, Help Desk, Solution Consulting, Escalations, Proposition Sales, Product and Content Teams, and Developer Community).
• Proactively identify risks and develop action plans to mitigate with partners.

• 1+ years of relevant work experience in customer success, sales, consulting, and/or customer-facing roles. SaaS and financial services/financial data experience preferred.
• Experience or knowledge of implementing and supporting data and/or technology solutions.
• Success in building trust and getting results for a broad range of partners: senior leaders, developers, and/or day-to-day application users.
• Aptitude for digesting and effectively communicating both business and technical concepts across audiences of varying ability.
• Experience with APIs, cloud, and open-source technologies (AWS, GCP, Azure), Python, SQL, JSON a plus.
• CRM and/or Customer Success/Dashboard platforms experience (Salesforce, Gainsight, Tableau…) a plus.
• Solid interpersonal skills and experience building strong internal and external relationships. You strive to understand customers’ business goals, anticipate future needs, and identify solutions.
• Natural curiosity to seek out information and learn new skills across business and technology disciplines.
• Focus on customer happiness and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption.
• Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help.
• Values quality and pays close attention to detail, taking full ownership and pride in work with a high level of service, responsiveness, and follow-through.
• Solid project management, technical and problem-solving skills.
• Ability to travel onsite when required.

Career Stage: Manager

Compensation/Benefits: LSEG offers competitive base salary, variable incentive compensation, and a comprehensive benefits program including wellness allowance, paid time-off, medical, dental, vision, health savings, and retirement plans.

We are proud to be an equal opportunities employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy, or disability. We accommodate religious practices and mental or physical disability needs as required by law.