Implementation Relationship Manager

About the role

This role owns the overall technical relationship with customers under the context of product implementation and changes. It will require pro-active engagement with customers to understand their technical, data strategy and make sure that customers will be able to use the latest, most appropriate version of LSEG products.

Responsibilities

• Responsible for all aspects of the technical relationship with the customer from an Implementation and product change perspective.
• Build and maintain positive relationships with key technical contacts in named accounts.
• Understand the customer’s business and overall technical strategy including relevant data consumption strategy to be able to deliver the best options for the customer.
• Hold meetings with the customer when required, either proactively or event triggered. These could be at up to C-Level.
• Leverage other internal resources to provide more expertise around the best options for implementation of the customer’s infrastructure.
• Is responsible for the end-to-end implementation change for LSEG products, both LSEG and client initiated.
• Key focus of the role is to maintain a high standard of communication with all internal and external participants to ensure timely delivery of all projects.
• Confidence in both written and verbal communication with clients and internal partners, particularly within the Sales and Account Management organization is critical.
• Takes ownership of any technical issue that a customer may raise during technical implementation and product changes and proactively liaise with all resolver groups to provide a timely resolution.
• Provides technical advice to customers on all aspects of customer connectivity, product and system usage and upgrades to ensure that the customer is fully ready for the changes.
• Understands the impact that proposed product and system changes will have on customer systems and feed this back to the internal teams.
• Identifies all customer readiness activities for assigned projects and acts as the customer-facing Technical Lead.
• Liaises with key customer departments for each account during an implementation or upgrade to keep them informed of progress and any issues.
• Owns client site documentation and maintain technical contacts, process and stakeholder provide detail for any break fix activity or other client activity.
• Supervises client bandwidth usage and propose upgrade where required.

Qualifications

Proven track record in a technical client-facing, customer support or Implementation role.

Functional technical knowledge in areas such as Windows servers, TCP/IP Networking, cloud, routing, and Switches.

Excellent customer-facing skills with the ability to understand the customer and communicate at their level.

Open and willing to embrace new processes and different ways of working.

Pro-active and can demonstrate initiative and able to seek out information from the customer and colleagues.

Willingly puts in the effort to ensure activities are completed on time and to the quality required.

Collaborative and has an ability to lead client objections to achieve key objectives.

Able to analyze and problem solve to find the most appropriate solution for the customer according to requirements and business needs.

Able to use all available resources and tools to investigate and solve customer problems.

Maintains a professional approach during periods of full workload without close supervision.

Understanding of market data and the FinTech industry.

Can form close relationships with the Account Manager and Customer Success Manager for mapped accounts to adopt a more cohesive service for the customer.

Demonstrable experience to work independently, time management and critical issue skills.

Good knowledge of LSEG’s products, internal systems, and processes.

Skills

• Proven track record in a technical client-facing, customer support or Implementation role.
• Functional technical knowledge in areas such as Windows servers, TCP/IP Networking, cloud, routing, and Switches.
• Excellent customer-facing skills with the ability to understand the customer and communicate at their level.
• Open and willing to embrace new processes and different ways of working.
• Pro-active and can demonstrate initiative and able to seek out information from the customer and colleagues.
• Willingly puts in the effort to ensure activities are completed on time and to the quality required.
• Collaborative and has an ability to lead client objections to achieve key objectives.
• Able to analyze and problem solve to find the most appropriate solution for the customer according to requirements and business needs.
• Able to use all available resources and tools to investigate and solve customer problems.
• Maintains a professional approach during periods of full workload without close supervision.
• Understanding of market data and the FinTech industry.
• Can form close relationships with the Account Manager and Customer Success Manager for mapped accounts to adopt a more cohesive service for the customer.
• Demonstrable experience to work independently, time management and critical issue skills.
• Good knowledge of LSEG’s products, internal systems, and processes.

Benefits

LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $126,300 - $210,500. Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our Annual Incentive Plan (AIP/”bonus plan”). Target AIP rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience.

LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match.

LSEG’s Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.