Job Description

Position Summary
This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Digital Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across LSEG along with an at scale framework, to ensure customers business objectives are achieved though full utilization of solutions into the daily workflow of end-users.
The Digital Customer Success Manager will provide customers with a differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions.
Role Responsibilities

• Drives commercial value creation through adoption of all Risk solutions purchased by the customer to achieve revenue retention and customer engagement
• 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
• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
• Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case
• Monitor usage, health gauges, competitive landscape and any other relevant data to create a retention strategy
• Find leads and connects with sales to work on growth opportunities
• Bring in customer intelligence and feedback into Refinitiv CRM system
• Ensures customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth
• Build, maintain and leverage strong relationships with business decision makers and users within each account to influence adoption.

Qualifications and Experience Required

• University degree or relevant work experience equivalent
• Strong Microsoft Office proficiency
• Client Screening, PEP Classification, Sanctions and KYC Due Diligence in-depth knowledge desirable
• Financial & Risk industry knowledge required AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers' business model
• Ability to map a customers business process to product capability
• Strong ability to collaborate with internal operational and account management teams
• Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
• Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner
• Strong problem-solving skills
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market
• Proactive and positive attitude that has a "whatever it takes" approach to increase customer satisfaction

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 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 anyones 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.
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