Customer Success Associate

  • Full Time
  • Hybrid
  • Junior Level
  • Dec 31, 2022

Possible Locations:

USA-New York- 28 Liberty Street

USA- San Francisco- California S

USA- Los Angeles -6080 Center Drive

USA- Boston- 26 Thomson Place

USA-Fort Mill-580 Kingsley Park Drive

USA-Chicago-311 S Wacker Drive (Suite 1200)

USA-Houston-1201 Fannin St

USA-St. Louis-717 Office Pkwy

USA-Charlotte-10720 Sikes Place

Mexico City

 

Description:

We are Refinitiv, a brand of the London Stock Exchange Group, previously Thomson Reuters Financial division.

We’re looking for a highly driven and empathetic Customer Success Associate to join our team. You will serve as a trusted advisor to customers across our Data & Analytics solutions to help unlock value and solve complex challenges. In this role, you’ll be part of an amazing Customer Success team that partners with clients to ensure they get maximum value from the solutions they purchased . Learn more about the Customer Success role at Refinitiv.

 

What you’ll do:

·        Develop as a subject matter expert across one of LSEG’s Data & Analytics Solutions including Refinitiv Data Platform, Refinitiv Workspace, Refinitiv WorldCheck, and Refinitiv Quantitative Analytics, working at the intersection of technology and financial markets. Visit our website to know more about the solutions you can support.

·        Relationship Management: Manage the relationship with a portfolio of LSEG customers for your specialism, throughout the customer lifecycle, from sale to onboarding and expansion. Contact users, build relationships, provide thought leadership and ultimately drive adoption of our solutions.

·        Know Your Customer (KYC): Monitor customer health and product usage, leveraging internal dashboards and your understanding of your customer business goals. Understand customer use cases, day-to-day workflows, challenges, and opportunities.

·        Education: Demonstrate and educate customers on how to use our products, content, and technologies in a manner that is tailored to their specific workflow and use-case, both in person and remotely.

·        Conduct Business Reviews: Co-create and review success/value plans with your key contacts at the client, sharing product roadmaps and ensuring our product aligns to their needs.

·        Drive organic expansion within book of business: Uncover new opportunities by actively asking questions, sharing and collaborating with Sales to upsell and cross-sell.

·        Partner with other teams such as Account Managers, Implementation Specialists, Product and Customer Support, to ensure we’re addressing your customers’ needs, acting as their voice at LSEG.

·        Proactively identify risks and develop action plans to mitigate, bringing your customer knowledge to LSEG.

 

Who you are:

·        1-3 years of relevant work experience in customer success, sales, consulting, or other customer facing roles.

·        SaaS and financial services experience preferred, but not required. Strong interest in deepening knowledge of financial markets.

·        Highly motivated, self-starter who is eager to learn while also understanding when and how to appropriately involve others and ask for help.

·        Experience and/or interest implementing and supporting data and/or technology solutions.

·        Drive to learn how to build trust and drive results for a broad range of stakeholders: C-Suite, senior executives and end users (developers, traders, analysts, financial advisors).

·        Ability to digest and effectively communicate both business and technical concepts across audiences. Experience facilitating customer meetings and presenting to an audience in a concise and inspirational manner.

·        Genuine curiosity about emerging technologies. Experience with SaaS tools, APIs, cloud, and open-source technologies (AWS, GCP, Azure), Python, SQL, JSON a plus.

·        CRM and/or Customer Success/Dashboard platforms experience (Salesforce, Gainsight, Tableau…) a plus.

·        Strong interpersonal skills and a desire to build strong internal and external relationships.

·        You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through.

We’ve entered a new era of remote and hybrid work and we’re committed to adapting to embrace this change.

 

Benefits we offer:

·        Competitive salary package: base + quarterly bonus

·        401(k) with matching contribution

·        Comprehensive medical, vision, and dental coverage

·        Flexible vacation and PTO policies

·        Hybrid environment with a mix of days in the office/visiting clients and home office

·        Learning and development opportunities for career growth

·        Strong culture of team collaboration in driving success for clients

 

About us:

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.

To apply for this job email your details to rln@refinitiv.com