Implementation Relationship Manager

Job Description:
Implementation Relationship Manager, Americas

This role owns the overall technical relationship with customers under the context of product implementation and changes. It will require pro-active engagement with customers to understand their technical, data strategy and make sure that customers will be able to use the latest, most appropriate version of LSEG products. The role will also entail regular reviews with the customer on the technical health status of LSEG products in scope and provide the customer with the details on upcoming upgrade and implementation programs that will need to be planned for.

The role will work with account managers, CSMs, Product and Proposition teams as part of a wider customer relationship engagement. There is an expectation that the Implementation Relationship Manager has the confidence to meet with customer collaborators on-site to discuss and plan implementation activities.

Key Responsibilities:

• Responsible for all aspects of the technical relationship with the customer from an Implementation and product change perspective.
• Build and maintain positive relationships with key technical contacts in named accounts.
• Understand the customer’s business and overall technical strategy including relevant data consumption strategy to be able to deliver the best options for the customer.
• Hold meetings with the customer when required, either proactively or event triggered. These could be at up to C-Level.
• Leverage other internal resources to provide more expertise around the best options for implementation of the customer’s infrastructure.
• Is responsible for the end-to-end implementation change for LSEG products, both LSEG and client initiated.
• Key focus of the role is to maintain a high standard of communication with all internal and external participants to ensure timely delivery of all projects.
• Confidence in both written and verbal communication with clients and internal partners, particularly within the Sales and Account Management organization is critical.
• Take ownership of any technical issue that a customer may raise during technical implementation and product changes and proactively liaise with all resolver groups to provide a timely resolution.
• Provide technical advice to customers on all aspects of customer connectivity, product and system usage and upgrades to ensure that the customer is fully ready for the changes.
• Understand the impact that proposed product and system changes will have on customer systems and feed this back to the internal teams.
• Identify all customer readiness activities for assigned projects and act as the customer-facing Technical Lead.
• Liaise with key customer departments for each account during an implementation or upgrade to keep them informed of progress and any issues.
• Owns client site documentation and maintain technical contacts, process and stakeholder provide detail for any break fix activity or other client activity
• Supervise client bandwidth usage and propose upgrade where required

Skills / Behaviors:

• Proven track record in a technical client-facing, customer support or Implementation role
• Functional technical knowledge in areas such as Windows servers, TCP/IP Networking, cloud, routing, and Switches
• Excellent customer-facing skills with the ability to understand the customer and communicate at their level.
• Is open and willing to embrace new processes and different ways of working.
• Is pro-active and can demonstrate initiative and able to seek out information from the customer and colleagues.
• Willingly puts in the effort to ensure activities are completed on time and to the quality required.
• Is collaborative and has an ability to lead client objections to achieve key objectives
• Has the ability to analyze and problem solve to…