EMPREGO

Customer Success Manager

LSEG (London Stock Exchange Group)-Panama, Panamá

Position Summary

This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across Refinitiv and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users. The scope includes broader number of solutions (API, desktop and partner-enabled) that will engage customer across all Refinitiv products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management.

Role Responsibilities

  • Deliver tailored client engagements that help customers to maximize the value derived from Refinitiv solutions post sale and build intimacy
  • Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
  • Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
  • Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
  • 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 opportunities to raise to Account Manager for action and share insights to aid the sales process

Qualifications and Experience Required

  • Drive sales from existing customers
  • Travel as needed
  • Increase customer satisfaction on Risk and Compliance Solutions
  • Selling Skills (identify, develop, & articulate proposition/ consultative selling)
  • Significant Product and Workflow Expertise e.g. knowledge of financial modeling, excel, MS Office); knowledge of trading floor tech/ data apps
  • Strong customer service skills
  • Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use MIS systems
  • Training or related experience preferred
  • College/University degree
  • Industry qualifications preferred (CAMS, MBA, etc)

At LSEG, we believe that creating a diverse and inclusive organisation 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 organisation 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 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 any mental health or physical disability needs.

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