Job Description

As an Associate Customer Success Manager, you will be responsible for fostering relationships and being a trusted advisor to our Customers who utilize our Risk products and services through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our customers and end-users within the long-tail (LCC) space. You will work mainly with customer groups in compliance, audit, legal and risks functions in financial services, accounting firms, regulators, insurance, energy and other industries undergoing regulatory change. You will coordinate with im-market CSMs and CSM Market Leads to drive Customer Success Plans and the delivery of all agreed upon milestones. You will connect remotely with customers and build relationships with key stakeholders and the user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders, providing insights on customer health to drive retention and customer satisfaction. Additionally, you will collaborate with Regional Proposition Sales, Sales Readiness and Customer Proposition teams to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other cross-functional teams to achieve our strategic objectives. Role Responsibilities Develop and execute the customer success strategies for your assigned/pooled accounts to drive revenue retention and identify growth opportunities Monitor customer health, adoption metrics, renewals and execution of customer success plans Be an expert on Refinitiv World-Check and Risk solutions by managing the delivery of our services Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors Responsible for successful customer retention within the Risk business for your assigned LCC market(s) Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals Deliver highly engaging \xe2\x80\x98classroom-style\xe2\x80\x99 Academy product walkthrough sessions (World Check One including paid add-ons such as UBO Check, Media-Check, and Vessel Check, Ongoing Screening and Watchlist, Qual-ID, WC1 API, World Check Online, World-Check Datafile etc) based on user workflow and customer requirements Increase product stickiness by demonstrating relevant new content and functionality that enable end users to improve efficiencies Responsible for working with the implementation team to successfully onboard and integrate new customers via \xe2\x80\x98digital\xe2\x80\x99 and campaign-led focus Build deep relationships with key customer stakeholders to inform engagement strategy and create \xe2\x80\x98champions\xe2\x80\x99 Liaise between the customer and internal teams to escalate and resolve issues in a timely manner Contribute to the development of best practices within the LCC space Qualifications and Experience Required At least 1-2 years of customer success/customer relationship experience, pre-sales, or consulting role ideally in a SaaS solutions or professional business solutions environment Deep understanding of compliance, audit and risk within the financial services industry Proven track record and enthusiasm for driving outcomes with ability to work under pressure Self-motivated, detail-oriented and able to thrive in a results-driven, fast-paced environment Natural relationship builder with integrity, reliability and maturity Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, customer retention. Able to use data to make decisions, simplify complex problems and express themselves thoughtfully Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals Excellent communication and presentation skills (verbal and written) Proactive and positive attitude with a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships Strong track record of identifying customer needs, problem-solving and successfully executing on retention and adoption strategies Bachelor\xe2\x80\x99s degree required, Certified Anti-Money Laundering Specialist (CAMS) preferred Business proficiency in verbal and written Mandarin or Cantonese is required

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose \xe2\x80\x93 driving financial stability, empowering economies and enabling customers to create sustainable growth \xe2\x80\x93 in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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\xe2\x80\x99s 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 any mental health or physical disability needs.

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