Customer Success Manager (Nairobi) at London Stock Exchange Group

Description:

A Customer Success Manager (CSM) connects our clients to Refinitiv’s Trading solutions, including desktop, transactions, and feeds. The CSM plays a vital role in ensuring that our customer’s fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s journey

In a role that is comprised of relationship management, education and deep workflow expertise, the CSM is responsible for successful adoption, retention and expansion of our Trading solutions within their assigned accounts. Equal parts trusted advisor and product expert, the CSM collaboratively designs and implements engagements 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.

Role Responsibilities

• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Demonstrate and educate new customers on how to use our products, 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 in order to create a retention strategy.
• Find leads and connects with Sales to work on growth opportunities.(upsell and cross-sell)
• Work along other teams such as Account Managers, Transactions Relationship Managers, Market Development and Customer Proposition to ensure we are addressing our Trading customers’ needs.
• Bring in customer intelligence and feedback.
• Ensure 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.

A CSM will be measured by:

• Breadth & depth of customer relationships
• Portfolio attrition
• Escalation and risk mitigation management
• Product Adoption, Contributions to growth and renewals

Qualifications/Skills

• 3-5 years of experience in the financial services industry.
• Deep understanding of the Trading workflow, structure of a Trading desk, and technology trends. Fixed Income expertise is desired.
• Ability to map a customer’s 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.