Customer Success Manager – Risk & Compliance

Customer Success Manager – Risk & Compliance

Refinitiv
6-9 years
Not Specified

Job Description



As a Customer Success Manager, you will be responsible for encouraging intimate relationships and being a trusted advisor to our customers who utilize our Risk products and services (World-Check) through the customer experience journey.
This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our end-users. You will work mainly with client groups in compliance, audit, legal and risks functions in financial services, accounting firms, regulators, insurance, energy and other industries undergoing regulatory change.
You will lead the delivery of all agreed upon achievements. You will visit customers and the user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders to drive retention and growth of Governance, Risk & Compliance solutions and product training sessions. Additionally, you will collaborate with Regional Proposition Sales and Sales Readiness to align customer needs with our product roadmap.
Responsibilities:

  • Develop and execute strategy for your assigned accounts to drive revenue retention

  • Supervise customer health, adoption metrics, renewals and customer success plans

  • Deliver highly engaging customized product demos (World-Check One including paid add-ons such as UBO Check, Media-Check, and Vessel Check, Ongoing Screening and Watchlist, Qual- ID, WC1 API, World-Check Online, World-Check Datafile etc) based on user workflow and their requirements

  • Increase product stickiness by demonstrating relevant new content and functionality that enable end-users to improve efficiencies

  • Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals

  • Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy

  • Establish relationships with customer partners to advise engagement strategy and build Refinitiv advocates

  • Participate in industry events alongside the team to develop networking, brand presence, and stay up to date on industry trends

  • Participate in strategic migration activities as required

  • Supply to overall vision and strategy of the Customer Success Management Group

Qualifications:

  • 6+ years of customer success/client relationship experience, pre-sales, or consulting role preferably within a financial data organization

  • Deep understanding of compliance, audit, risk and the Financial Services Industry and strong external network

  • Previous experience in World-Check solutions (WC1, WC Online, WC API, Ongoing Screening) and/or experience in Dow Jones, Lexis Nexis, Accuity

  • In-depth knowledge of the World-Check Database (inclusion criteria, deletion criteria, Sanctions Monitoring processes, etc.)

  • Very comprehensive with ideally a background in mid to back-office function

  • Strong work experience in client-facing roles such as account management, business development

  • Consistent record with the ability to work under pressure

  • Experience in onboarding, set up, training/product demos, resolution and customer concern of issues, client retention.

  • Able to use data to make decisions, simplify sophisticated problems and express themselves thoughtfully

  • Consistent customer needs by executing on retention and adoption strategies

  • Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals

  • Excellent communication and presentation skills to flex style depending on the audience (C-Level / Leadership / Team)

  • Ability to adapt and thrive in a fast-paced environment and rapidly- changing market

  • Proven track record and passion for driving outcomes

  • Proactive and positive attitude to increase customer happiness and deepen relationships

  • Proven track record of identifying customer needs

  • Strong presentation (verbal & written) and communication skills

  • Bachelor's degree required, ACAMS preferred

Please note that this advertisement is for talent pipelining purposes, we currently do not have an opening but are expecting to expand the team across verticals in the near future.
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 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, .
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Job Details

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Function:

IT

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