Job Description

We are seeking a Digital Customer Success Manager (CSM) to join our Risk Intelligence team, focusing on optimizing the customer experience for our products and ensuring customers realize the full value of LSEG's offerings. As a Risk CSM, you will drive customer engagement through scalable, tech-enabled strategies and ensure successful product adoption and growth. You will work closely with customers, internal teams, and key partners to provide solutions, handle feedback, and develop long-term relationships.
What you'll be doing:

• Customer Engagement at Scale: Handle a portfolio of customers using digital tools to ensure they are fully applying our Risk products such as compliance screening and due diligence solutions to achieve their goals.
• Proactive Communication: Leverage automation and technology (CRM systems, dashboards) to deliver proactive, tailored communications, ensuring customers receive value from our services.
• Customer Health Monitoring: Track customer health metrics, usage data, and feedback to identify potential risks and opportunities for growth or improvement.
• Cross-Functional Problem-Solving: Working closely with the Risk team members, Product, and Support teams to address customer concerns, tackle problems, and drive continuous improvements to customer happiness.
• Upsell and Growth: Find opportunities to upsell additional products or services that align with the customer's needs and business goals, giving to both customer success and revenue growth.
• Customer Advocacy: Advocate for customers within the organization, ensuring their needs and challenges are heard and addressed.

What you'll bring:

• Experience: Excellence in customer success, account management, or a related role, ideally within a compliance screening or a regulated environment
• Technical Skills: Understanding of compliance screening and due diligence requirements. Experience with CRM tools (Salesforce, Gainsight) and customer engagement platforms.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to translate customer needs into actionable solutions.
• Communication: Excellent communication and social skills, with a talent for building and encouraging long-term customer relationships.
• Partnership: Ability to work cross-functionally with product, sales, and technical teams to ensure customer success.
• Results-Driven: Proven track record of meeting and exceeding targets in a customer facing role.

What you'll get in return:
At LSEG, you'll have the opportunity to be part of a world-leading financial markets infrastructure and data company. You'll gain valuable experience working in a global environment, handling high-impact customer relationships, and contributing to the success of key clients around the world. Working with LSEG means being at the forefront of the financial data and technology sector. You'll gain hands-on experience with industry-leading compliance solutions and sophisticated analytics to assess risk, verify entities, and support decision-making. This role provides continuous learning opportunities and the chance to stay ahead of industry trends. LSEG fosters an encouraging and inclusive environment where your contributions are valued. You'll collaborate with a diverse group of professionals across various departments such as product, sales, and support. The organization encourages innovation and collaboration, giving you the tools and support to succeed. As a Digital Customer Success Manager, you'll directly impact the success of both the customers and LSEG by ensuring clients fully realize the value of their data and feed solutions. LSEG recognizes the importance of flexibility and offers hybrid working models, allowing you to balance professional responsibilities with personal needs.
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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