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Implementation Relationship Manager

London Stock Exchange Group Tokyo, Japan
Posted 16 days ago Permanent Competitive
Implementation Relationship Manager
The Implementation Relationship Manager is responsible for on-boarding new users or clients to REFINITIV products and services, both existing and new. We will work closely with the client during the implementation phase to ensure the timely delivery to billing of the client's order. Clear communication with our clients throughout the life cycle of a project is important. Implementation Relationship Manager will commence the client interaction during the pre-sales phase in order to manage expectations of the forthcoming implementation or migration. In particular our largest strategic clients expect effective and precise communication of our approach, commitments, and methods.

This role owns 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 use the latest, most appropriate version of LESG products. The role will also entail regular reviews with the customer on the technical health status of LSEG products in scope and provide the customer with the details on upcoming upgrade and implementation programmes 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.

We will trust you to:
  • Be responsible for the technical relationship from implementation and product change perspective.
  • Build and maintain positive relationships with key technical contacts in named accounts. Understand the business and overall technical strategy including relevant data consumption strategy to be able to deliver the best options.
  • 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 for implementation of the customer's infrastructure.
  • Owns the end-to-end implementation change for LSEG products, both LSEG and client initiated. Take ownership of any technical issue that a customer may raise during technical changes, and proactively liaise with all resolver groups to provide a timely resolution.
  • Provide technical advice to customers on all aspects of customer connectivity, 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. Partner with Implementation Project Specialist to ensure smooth delivery of customer projects across the entire Customer Implementation and Professional Services.

You will need to have:
  • Excellent customer facing skills to understand and communicate at their level. Is open and willing to accept 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 lead client objections to achieve key objectives. Analyze and resolve issues to find the most appropriate solution according to requirements and business needs.
  • Has the ability to apply all available resources and tools to investigate and seek customer problems and can maintain a professional approach during periods of full workload without close supervision.
  • Understanding of market data and the FinTech industry. Can form close relationships with the Account Manager and CSM for mapped accounts to embrace a more cohesive service for the customer.

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 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.

Please take a moment to read this privacy notice carefully, as it describes what personal information 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.
Job ID  R0089371
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