Customer Success Manager

We are looking for a Customer Success Manager (CSM) to join us in Hong Kong! As a subject matter expert of our Risk Intelligence solutions post-sale, you will help differentiate customer experience and lead a successful customer adoption, retention and expansion!

You will be working in a diverse environment and collaboratively engage customer's key business decision makers and users. CSM is the customer trusted advisor to build and grow our solution values to help our customers achieve their business goal.

Role Responsibilities

• Develop and implement the customer success strategies for your assigned accounts to drive successful customer retention and identify growth opportunities.
• Be an expert on Refinitiv Due Diligence and World-Check Risk Intelligence solutions, deliver highly engaging customized product training based on customer use case/ workflow to ensure the adoption of our solutions and boost product stickiness.
• Play a key role in liaising with a network of experts across LSEG to elevate customer experiences.
• Develop strong customer relationships and build an expertise on the assigned customer portfolio. CSM need to be able to articulate any risk and growth indicators, increasing available metrics to track customer health.
• Partner with Sales and Account Management team with a focus on adoption, expansion, and renewals.
• Provide insights to Customer Proposition, Proposition Enablement and Product Management teams on customer experience and industry trends to drive the voice of the customer in LSEG business strategy.
• Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends.

Experience and Qualifications Required

• Business proficiency in verbal and written English required.
• Bachelor's degree or equivalent work experience.
• Certified Compliance & Ethics Professional (CCEP-I) qualification preferred
• 2-3 years of work experience in customer success/customer relationship experience or consulting role.
• Good understanding of Risk and Compliance and screening due diligence workflow in financial services and institutions are desirable.
• Strong problem-solving skills and the ability to map a customer's business process to product capability.
• Excellent communication and presentation skills (verbal and written) with ability to flex style depending on audience (C-Level / Leadership / Internal Stakeholders)
• Self-motivated, meticulous, and able to thrive in a fast-paced environment.
• Previous experience in due diligence and/or screening solution is a plus.

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 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.

Job ID R0090361