Customer Success Specialist

2 weeks ago

London, Greater London, United Kingdom LSEG (London Stock Exchange Group) Full time

The Associate Customer Success Manager (CSM) role is responsible for developing strong customer relationships through an in-depth understanding of a client's businesses, their specific requirements and workflows to promote retention levels and loyalty.

This is a post sales role that is comprised of relationship management, end user training and deep workflow expertise.

In this role the Associate CSM would be responsible for successful adoption and expansion of our Fixed Income and/or Foreign Exchange solutions within their assigned accounts.

The CSM plays a key role in enhancing customer experiences by leveraging a network of experts across Refinitiv and ensuring the customers' business objectives are achieved through a full utilization of solutions into the daily workflow of end-users.


The CSM plays a key role in enhancing customer experiences by leveraging a network of experts across Data and Analytics and ensuring the customers' business objectives are achieved through a full utilization of solutions into the daily workflow of end-users.

What will you be doing?


Acting as a trusted advisor to our clients, the CSM collaboratively designs and implements activities with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his/her accounts.

By transforming our client's business through user adoption of our suite of solutions, the CSM creates the conditions for optimal renewal and upsell growth.


  • Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
  • Identify and focus on "at risk" customers to mitigate cancellations and identify value optimisation opportunities
  • Promote insights relevant to customers' workflow and act as a voice of the customer internally, feeding back their experiences
  • Monitor health gauges, competitive landscape and any other relevant data in order to create a retention strategy
  • Provide transparency to the customer and act a 'quarterback' to ensure Refinitiv delivers on sales commitments
  • Shepherd customers to support channels available as part of the value Refinitiv provides
  • Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
  • Identify and investigate growth opportunities to raise to Account Manager for action and share insights to aid the sales process
What are we looking for?

  • Good understanding of the sellside Trading workflow, structure of a Trading desk, and technology trends. Fixed Income and/or foreign exchange knowledge is required.
  • Ability to map a customer's business process to product capability.
  • Strong ability to collaborate with internal operational and account management teams.
  • Facilitate customer meetings and present to an audience in a concise, inspirational and convincing manner.
  • Strong problem solving skills.
  • Ability to adapt and thrive in a fastpaced environment and rapidly changing market.
  • Proactive and positive attitude that has a "whatever it takes" approach to increase customer satisfaction
Why Join Us?

A Diverse and Inclusive Workforce:
an ability to work within a global, diverse and inclusive company with 300 years heritage and 25,000 people; We have a variety of Inclusion Networks who are a powerful lever of belonging, Great Referral Bonus Scheme

Constant Learning: 90 Day Sales On-Boarding Program, e-learning platform, a range of workshops, Access to real-time economic data

Professional Development:
Quarterly Connects to ensure you meet your goals & objectives

Focus on Wellbeing ; We have a hybrid working / flexible model, we promote physical health and provide access to Mental Health Support, and you will also have an Annual Wellness Allowance

Make An Impact: 2 Volunteer Days a Year to Help Make the World a Better Place, Matched Fundraising

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.

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 a

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