Customer Success Senior Associate

Job description

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: 2. Business Change 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 ser...