Customer Success Manager
2 weeks ago
This role will be focused on the Equity and Fixed Income benchmark & indices products. This encompasses the thousands of indices calculated daily, from global benchmarks to the primary domestic indicators, from equities to fixed income, Developed markets to Frontier, and a growing range of thematic and alternative weighted indices. FTSE Russell's Equity & Fixed Income Indices are used by 98 of the top 100 asset managers globally by AUM, with over $16.2 Trillion in total assets benchmarked against them.
This position is within the Index Customer Success Management team reporting into the EMEA Head of Customer Success Management (Benchmarking & Indices).
Key Responsibilities
Relationship Management
- Proactively engage with all assigned clients to develop their understanding and usage of FTSE Russell products & services.
- Lead client on-boarding: demonstrate and educate new customers on FTSE Russell products & services through in-depth face-to-face training, documentation and support tailored to their workflow.
- Collaborate with the Index Sales managers to build partnerships with clients and ensure that services are delivered according to need and identify gaps and needs and work with clients to promote usage for licensed services.
- Analyse client usage with focus on at risk" customers to mitigate cancellations and identify value optimization opportunities.
- Analyse complex issues and work with internal terms including operations and product management to ultimately resolve.
- Collect customer experience feedback and share with relevant teams internally to support implementation of process & tooling changes.
- Promote transparency into client portals and client needs to senior management using common dashboards and reports.
- Build, maintain, and leverage strong relationships with business decision makers and users within each assigned account to influence usage.
- Assist with the dissemination of information regarding new products and services and enhancements to FTSE Russell clients. Work with clients to ensure they understand the impact and have all the information they require.
- Build close working relationships with the FTSE Russell clients to ensure they are receiving the best possible service and fully understand how to use the services available to them.
- Work closely alongside the Global Client Service team located in UK, USA, Taipei and Hong Kong to continuously strive to improve the service we provide to clients.
- Develop and implement retention strategies as part of the customer's success plan, in partnership with Index Sales & D&A SAM Account Managers.
- Collaborate with Index sales and account management on assigned clients when new business opportunities are identified through adoption engagements.
- Assist with the creation of materials for client meetings to assist with the service review and renewal process.
- Ensure customers derive maximum value from their investment, utilize all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth.
- Knowledge and understanding of financial markets a plus.
- Confirmed experience within a Client Service/Account Management environment, supporting clients at different management levels.
- Ability to work to in a fast-paced environment.
- Excellent verbal and written communication skills.
- Capable of applying analytical and investigative thinking to sophisticated client queries.
- Ability to prioritize while balancing the needs of the customers and partners
- Be able to operate independently and as part of a global team across different time zones.
- Builds effective relationships and partners with others to develop joint solutions. Deals with difficult customer (internal & external) situations with a professional and resourceful manner for resolution.
- Lead difficult situations with tact and understanding. Understand the client's challenges and seek to work with them to resolve.
- Adoption / Usage of Solutions
- Proactive and positive demeanour with a dedication to growing customer satisfactions and deepening relationships
- Retention & Revenue Growth
- Critical issue and risk mitigation management
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 accelerating the just transition to net zero, enabling 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 wellbeing 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, 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.
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, and 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.
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