Customer Success Manager -RISK

Perfil do Empregador

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

As a global organization spanning 70 countries and one rooted in a culture of growth, opportunity, diversity, and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers

Responsabilidades de Trabalho

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 leveraging 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 broader number of solutions (Feeds, Enterprise, and Risk) that will engage customer across all Refinitiv products and services and identification of opportunities (cross sell, up sell) that are passed through to Sales and Account Management

  • Deliver tailored engagements (e.g., enterprise workshops) that help customers to maximize the value derived from Refinitiv solutions post sale and build intimacy
  • Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product 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 voice of the customer internally, feeding back their experiences
  • Provide transparency to the customer and act a ‘quarterback’ to ensure Refinitiv delivers on sales commitments
  • Shepherd customers to support channels available as part of the value Refinitiv provides
  • Develop and execute retention strategies as part of the 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

A CSM will be measured by:

  • Breadth & depth of customer relationships. Portfolio attrition
  • Customer concern and risk mitigation management
  • Product Adoption
  • Contributions to growth and renewals


  • Drive desktop/Risk/Enterprise sales from existing and new customers
  • Client site engagement as needed
  • Higher education in business, economics, finance, engineer.
  • Increase customer satisfaction at the desktop/solution
  • Financial Market Understanding
  • Strong understanding of customers' business model
  • Selling Skills (identify, develop, & articulate proposition/ consultative selling)
  • Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, excel, MS Office); knowledge of trading floor tech/ data apps
  • Strong customer service skills
  • Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use MIS systems
  • Training or related experience preferred
  • College/ university degree or relevant work experience equivalent required
  • English, Spanish and Portuguese - preferred

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