This is a post-sales role which drives commercial value creation through adoption of all Refinitiv solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in enhancing customer experience by utilizing a network of experts across Refinitiv and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users. The scope includes engaging with customer in the Trading space and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management. Role Responsibilities Deliver tailored engagements (e.g. workshops, Webinars, Training sessions) that help customers to maximize the value derived from Refinitiv solutions post sale and build intimacy Use specialist knowledge on Trading segment to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product (Eikon) adoption Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities Promote insights relevant to customers’ workflow and act as a VOC internally, feeding back their experiences Shepherd customers to support channels available demonstrating Refinitiv value Develop and execute retention strategies in sync with customer success plan for accounts, in conjunction with Account Managers Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process Qualifications and Experience Required Strong work experience in client facing roles in account management and/or relationship management in financial industry Strong financial markets knowledge (Equities, Fixed Income, FX, Funds). Experience working with Trading Venues is a plus. Ability to map a customer’s business process to product capability. Increase customer satisfaction at the Financial Markets Data Desktop Products Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, MS Excel, MS Office) Strong Problem Solving and customer service skills, presentation skills (verbal & written) Training or related experience preferred College/ university degree or relevant work experience equivalent required Target 80% customer site time, travelling as needed Industry qualifications preferred (CFA, MBA, FRM, MFE, CFE etc.) At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise – and our purpose. You’ll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth. LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives. We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs. Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group (LSEG) (“We”) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.