Implementation Relationship Manager

City Of London, England, United Kingdom

12/18/2024

Be the key driver for building customer relationships and inspire change as an Implementation Relationship Manager (IRM)!

The Implementation Relationship Manager leads the technical relationship and implementation with customers that includes new installations and changes. It will apply Technical Order Management along with project management skills to communicate and co-ordinate agreed activities to ensure that they are delivered on time and to a high quality. Additionally, the role will 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. Engaging closely with account managers, Customer Success Managers, Product and Proposition teams as part of a wider customer engagement on a regular basis. It is encouraged that the IRM has the confidence to meet with customers either virtually or in person.

What you'll be doing:

• Lead the technical relationship for implementations and product changes
• Build and maintain positive relationships with key technical contacts in named accounts
• Drive the end-to-end implementation change for products, both LSEG and client initiated
• Understand the impact that proposed product and system changes will have on customer systems and foster a feedback process to the internal teams
• Identify all customer readiness activities for assigned projects and act as the customer-facing contact
• Liaise with key customer departments for each account during an implementation or upgrade to keep them informed of progress and any areas that require attention
• Coordinate the implementation for a given customer
• Coordinate all internal partners and resources to achieve the objective of the implementation
• Participate in collaborator meetings. There may be a requirement to chair these on occasions!
• Ensure internal process is followed and keep systems record and key data up to date
• Understand the customer’s business and overall technical strategy including relevant data consumption strategy to be able to deliver the best options
• Hold meetings both internal and external when required, either proactively or event triggered. These could be to C-Level
• Drive customer readiness and be the Technical Lead for the customer
  
  

What you'll bring:

• Native or bilingual proficiency in French
• Highly proficient in English
• Excellent customer facing skills, understanding of the customer’s requirements and communicate at their level
• A Growth Mindset and open to 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 to schedule and with the desired quality
• Is collaborative and has an ability to handle client objections to achieve key objectives
• Has the ability to use all available resources and tools to investigate and address customer implementation issues
• Can maintain a professional approach during periods of high activity without close supervision
• Can form close relationships with the Account Manager and CSM for mapped accounts to adopt a more cohesive service
• Highly organized, with attention to detail
• Ability to pick up and understand processes quickly
• Ability to prioritize and implement tasks during peak periods and in a pressurized environment
• Proficient in market data and the FinTech industry
• Has in-depth knowledge of LSEG product suite and networking technology
• Experienced negotiator and influencer
  
  

What you’ll get in return:

• A structured training and buddy support programme
• A generous remuneration and bonus package in line with industry standards
• Inclusive culture with colleagues from over 40 countries with various age, gender, race and beliefs
• Access to a well-established appreciation culture through a global Reward and Recognition platform
• Opportunity for occasional travel to visit clients face-to-face
  
  

We recognize that to attract the best talent, we need to be flexible, and we are open to discussing work arrangements with you. We take hybrid approach to workplace, this role is “Blended” (3 days a week in the office).

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.

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