Customer Success Senior Associate

Team Mission

The Customer Success Management team is a client-centric team that oversees business-as-usual account management and that supports members through business change such as new products, regulatory initiatives, operational process improvements and technical changes. The role is not involved in production-related operational discussions, which are handled by the Operations teams, nor does it include business development through upselling, which falls under the Sales teams. The purpose of Customer Success Management is to maintain and grow customer relationships through valuable insights, timely query resolution and regular customer communication enabling a seamless customer experience across all business lines of LCH SA.

Responsibilities

1. BAU account management:

• Central entry point for any non-production customer query through any communication channel (phone, email or in-person)
• Uses day-to-day connections to build trusted relationships with multiple stakeholders at different levels of the client’s organisation
• Organises regular meetings/calls with platinum clients in coordination with the LCH Ltd CSM team. Purpose is to discuss service roadmap updates and impacts on clients, gather feedback, address issues or enhancement requests, and follow-up with internals when necessary
• Provides accurate and timely answers on product specific, service enhancement or any other adhoc queries using personal knowledge and/or coordinating through internal subject-matter-experts
• In case of issue, raise potential escalations ahead of the client and address actual escalations with the business
• Enact and operate per customer tiering decisions as and when implemented through SLAs, High / low touch customer models.
• Use dedicated tools (Salesforce/Portal) to streamline processes and implement solutions to enhance customer experience.
• Maintain and grow existing business relationships with customers related to customer servicing with a commercial outlook i.e. providing inputs related to growing the business to the business lines Providing customers with technical assistance on products and services.

2. Business Change Management

Support customers on business changes’ implementation:

• understand the change
• communicate with clients through multiple means (emails / calls / service updates) and gather their views
• ensure service documentation is maintained and share o define testing strategy, test cases and support testing depending on the initiative
• track documentation reception when necessary
• track overall progress on your client portfolio
• Raise any concern or issue internally

3. Customer comms

• Draft and manage comms topics (on change management, new products and services, incident)
• Acts as gatekeepers for comms by monitoring and reviewing the communication.
• Share external customer communications on products and services. · Provide regular business updates to customers via monthly / quarterly calls, emails, etc.

4. MI and Insights

• Utilise tooling and MI to further enrich customer management through data-driven insights and communication.
• Identifying potential customer services concerns and facilitating proactive intervention steps.
• Recommending product improvements based on customer services feedback.
• Use MI for discussion with Team Leads and Head of CSM.

Experience

• Minimum of a bachelor’s degree in Customer Management or similar field or equivalent experience
• Minimum of 3-5 years of experience as a Customer Manager or similar role
• Consistent record in the Financial / Banking sector ideally in regulated markets
• Good knowledge of Clearing industry in terms of product and process
• Experience with working in projects (Business and IT)
• Experience in team working but also ability to undertake direct actions
• Proven record in Relationship Management or customer facing roles
• Experience with giving presentations in both French and English
• Working experience in an international environment
• Good research, analysis and presentation skills
• Track record of building and monitoring long-term relationships
• Able to mobilise internal resources to address key issues
• Capacity to handle high profile customer claims

Skills

• Strong client-centric skills
• Excellent verbal and written communication skills in French & English
• Curiosity and will to learn constantly
• Ability to challenge status quo
• Ability to take initiatives
• Ability to work quickly and deliver in a challenging and fast-moving environment
• Problem-solving skills
• Strong interpersonal skills
• Excellent multitasking skills
• Strong organizational skills
• Willingness and the ability to travel to client locations, when required
• Strong computer skills; Experienced in using tools i.e. Excel, PowerPoint, MSP and CRM tools
• Strong analytical skills
• Ability to work well in a team environment

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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