London Stock Exchange Group

Customer Success Specialist

The IWS CSM will own a portfolio of accounts across UKI in the Asset & Portfolio Management plus Wealth Management sectors. The individual will be responsible for driving retention and identifying growth opportunities. The role involves creating & leveraging strong customer relationships, driving platform adoption, understanding customer workflow and enhance end user experience with IWS desktop Solutions.

Responsibilities are as follows:

  • Proactively identify “at risk” customers/end users and established retention strategies to mitigate risk. Tactically focus on user workflow and data requirement;
  • Increase product usage by delivering relevant new content set and technology enable your customer leverage the latest market news, content and technology to maximise their business revenue;
  • Collaborate closely with the Account Management teams to deliver joined up service to develop and execute Customer Success strategies for Refinitiv’ accounts;
  • Build and maintain strong customer relationships at all levels of customer organisations;
  • Understand your customer operations and their different business units and established the key decision makers
  • Anticipate and analyse market trends and develops strategies and tailored solution to fulfil customers’ need
  • Participate or lead on large scale migration, upgrades and other displacement projects
  • Create quarterly customer success campaign to increase product adoption and help drive retention and growth opportunity
  • Utilise business Intelligence and execute business campaign to promote targeted value-added solutions that help improve your customer’s sales and retention;
  • Advocate for product and service opportunities, information or feedback gathered through client interaction to appropriate internal resources, including relevant business issues;
  • Understand the competition in the marketplace and can easily differentiate to the customer London Stock Exchange Group USPs;
  • Act as a knowledge champion and subject matter expert for your customer segment;
  • Accurately maintain client data in the CRM system.
Contract: Full Time
Region: Scotland
Location: Edinburgh EH3 8EG
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