Senior Associate, Customer Success

Are you a confident and experienced business driven individual passionate about the importance of data and technology to power the financial ecosystem? At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyses change.

For the first six to nine months in the role, the Senior Associate is responsible for supporting the LSEG Product Upgrade initiatives by ensuring a seamless upgrade of clients to our flagship platforms. This role focuses primarily on driving value in the Upgrade Process through timely, accurate, and cohesive transfer of client layouts from the legacy platforms to our next-generation solutions. You will support clients from various workflows, including Sales & Trading, Commodities, Asset Management, Wealth, and Investment Banking across Asia.

You will work closely with Customer Success Managers, Project Managers, and Product Managers, among others, in moving clients to the latest platform within agreed timelines. In addition, you will serve as an advocate for our customers in highlighting functionalities and features that will align client needs with our product roadmap. This will be done through collaboration with internal partners to resolve any gaps as well as raise enhancements to improve product experience.

Once our Upgrade initiative is completed, you will then transition into a Customer Success Manager role where you will be responsible for a set of accounts. You will be tasked to foster relationships and be a trusted advisor to our customers who use our desktop solutions. This role focuses primarily on driving value creation and execution of the retention strategy to ensure adoption, integration, and expansion of our solutions into the daily workflow of end-users. Your clients will mainly come from the Asset Management, Wealth and Investment Banking space.

Role Responsibilities (first six to nine months):

• Migrate client files and layouts from legacy platforms to our flagship solutions within agreed timelines.
• Collaborate with Customer Success Managers in tailor-fitting these files to client workflow, accounting for new/replacement features in our next-generation solution.
• Collaborate with Customer Support, Product Management, Content Specialists, and other internal stakeholders to resolve issues uncovered during the upgrade process.
• Build deep product expertise and advocate for improvements by collaborating with internal stakeholders.
• Provide insights to Product Management, Customer Strategy & Execution, and Account Team on product experience and trends to align customer needs with business strategy.
• Provide insights to Product Management on internal migration tools to drive a seamless experience for the team as well as other colleagues.

Role Responsibilities (post upgrade) as a Senior Associate, Customer Success:

• Develop and implement customer success strategy to drive revenue retention
• Monitor customer health, adoption metrics, renewals, and implementation of customer value plans
• Deliver highly engaging and customised product demos based on user workflow and their requirements
• Partner with sales leadership to provide customer insights with a focus on adoption, expansion opportunities, and renewals
• Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to align customer needs with business strategy
• Build deep and strategic relationships with customers to formulate engagement strategy and build "LSEG advocates"
• Participate in industry events alongside the team to network, increase brand presence, and stay up to date on industry trends
• Chip in to overall vision and strategy of the Customer Success Management Group

Qualifications and Experience Required

• Bachelor’s degree or equivalent required
• Financial markets knowledge (includes Equities, Foreign Exchange, Fixed Income, Funds, Macroeconomics) is a plus.
• Solid understanding of LSEG Desktop product functionalities is an advantage.
• Deep attention to detail.
• Ability to complete tasks in a timely manner with high quality and accuracy.
• Problem solving approach - uncover issues and think out of the box to offer creative solutions. Steadfast in pushing for issue resolution.
• Ability to adapt in a fast-paced environment and constantly evolving market.
• Proactive and positive demeanour as well as Growth mindset with a steadfast approach to increase customer satisfaction.
• Proven track record and passion for driving outcomes.

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.

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