Customer Success Manager, Quant

About the role

Customer Success Managers (CSMs) connect our most strategic clients to LSEG’s portfolio of quant and feed solutions. This specialist plays a vital role in ensuring our customers unleash the full power of LSEG by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer’s journey. In a role that combines relationship management, education, data science, and deep functional expertise, CSMs are responsible for successful adoption and expansion of our content within their assigned accounts.

Equal parts trusted advisor and roadmap architect, the CSM collaboratively designs and implements activities with end users and key business decision makers to assist in reducing competitive risk and identifying opportunities for expansion. 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.

The Quant & Feeds business at Refinitiv combines our industry-leading content (including our Datastream, Starmine, IBES Fundamentals, and ESG franchises) with our industry partners to bring to market an outstanding offering for the Quant community. LSEG offers customers unparalleled flexibility via our datafeed and cloud tools including Microsoft Azure and Quantitative Analytics Direct.

Responsibilities

• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, partners, milestones, risks, and metrics needed to achieve them.
• Demonstrate and educate new customers on content and technology in a manner tailored to their specific use case.
• Monitor usage data, health gauges, and growth opportunities to create actionable insights and strategically pivot when necessary.
• Prompt LSEG business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
• Ensure customers derive maximum value from their investment, use all licenses, and collaborate with other LSEG stakeholder teams to ensure retention and growth.
• Build, maintain, and maximize positive relationships with business decision makers and users within each account to influence adoption.

How You'll be Successful

• Breadth & depth of customer relationships
• Critical issue and risk mitigation management
• Contributions to role and process improvement
• Lead generation
• Proactive client engagements
• Portfolio churn
• Solution adoption

Requirements

• 2-5 years of commercial experience in B2B consultative selling or customer success, preferably in a SaaS company.
• 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 project management, technical, and problem-solving skills.
• Ability to travel onsite when required.
• Knowledge and experience in Quantitative Asset Management.
• Strong passion for the financial markets.
• Knowledge of a programming language is a plus.

Career Stage: Senior Associate

Pay

The anticipated base salary for this position is $97,500 - $162,500. Base salary ranges may vary by geographic location, city, and state. This role is eligible for our Variable Incentive Compensation plan, with target variable compensation commensurate with the posted career stage. Individual salary will reflect job-related knowledge, skills, and equivalent experience.

Benefits

• Annual Wellness Allowance
• Paid time-off
• Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan
• 401(K) Savings Plan and Company match
• Basic life insurance
• Disability benefits
• Emergency backup dependent care
• Adoption assistance
• Commuter assistance