LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, handle risk and create jobs. Its how weve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years.
This role is responsible for the overall technical relationship with customers under the context of product implementation and changes. It will require pro-active engagement with customers to understand their technical, data strategy and make sure that customers will be able to utilize the latest, most appropriate version of LSEG products. The role entails regular customer reviews on the technical health status of LSEG products in scope and provide the customer with the details on upcoming upgrade and implementation programs that will need to be planned for. The role will liaise with account managers, CSMs, Product and Proposition teams as part of a wider customer relationship engagement. There is an expectation that the Implementation Relationship Manager has the confidence to meet with customer stakeholders on-site to discuss and plan implementation activities.
Key responsibilities
- Be responsible for all aspects of the technical relationship with the customer from an Implementation and product change perspective.
- Build and maintain positive relationships with key technical contacts in named accounts.
- Understand the customers business and overall technical strategy including relevant data consumption strategy to be able to provide the best options for the customer.
- Hold meetings with the customer when required, either proactively or event triggered. These could be at up to C-Level.
- Leverage other internal resources to provide more expertise around the best options for implementation of the customers infrastructure.
- Leads the end-to-end implementation change for LSEG products, both LSEG and client initiated.
- Key focus of the role is to maintain a high standard of communication with all internal and external participants to ensure timely delivery of all projects.
- Confidence in both written and verbal communication with clients and internal collaborators, particularly within the Sales and Account Management organization is critical.
- Take ownership of any technical issue that a customer may raise during technical implementation and product changes, and proactively liaise with all resolver groups to provide a timely resolution.
- Provide technical advice to customers on all aspects of customer connectivity, product and system usage and upgrades to ensure that the customer is fully ready for the changes.
- Understand the impact that proposed product and system changes will have on customer systems and feed this back to the internal teams.
- Identify all customer readiness activities for assigned projects and act as the customer-facing Technical Lead.
- Liaise with key customer departments for each account during an implementation or upgrade to keep them informed of progress and any issues.
- Owns client site documentation and maintain technical contacts, process and provide detail for any break fix activity or other client activity
- Monitor client bandwidth usage and propose upgrade where required
Skills/Behaviors
- Proven track record in a technical client-facing, customer support or Implementation role
- Functional technical knowledge in areas such as Windows servers, TCP/IP Networking, cloud, routing, and Switches
- Excellent customer facing skills with the ability to understand and communicate at their level.
- Is open and willing to embrace new process and different ways of working.
- Is pro-active and can demonstrate initiative and able to seek out information from the customer and colleagues.
- Willingly puts in the effort to ensure activities are completed on time and to the quality required.
- Is collaborative and has an ability to manage client objections to achieve key objectives
- Analyze and problem solve to find the most appropriate solution for the customer according to requirements and business needs.
- Apply all available resources and tools to investigate and solve customer problems.
- Can maintain a professional approach during periods of full workload without close supervision.
- Understanding of market data and the FinTech industry.
- Form close relationships with the Account Manager and Customer Success Manager for mapped accounts to adopt a more cohesive service.
- Demonstrable experience to work independently, time management and escalation skills
- Good knowledge of LSEGs products, internal systems, and processes
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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyones 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.
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