Customer Success Upgrade Specialist

Customer Success Upgrade Specialist

Are you a confident and experienced business driven individual passionate about the importance of data and technology to power the financial ecosystem? At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.

The Customer Success Upgrade Specialist is responsible for supporting the LSEG Product Upgrade initiatives by ensuring a seamless upgrade of clients to our next-generation platforms. This role focuses primarily on driving value in the Upgrade Process through timely, accurate, and cohesive transfer of client layouts from the legacy platforms to our next-generation solutions. You will support clients from various workflows, including Sales & Trading, Commodities, Asset Management, Wealth, and Investment Banking across the Americas region.

As a Customer Success Upgrade Specialist, you will work closely with Customer Success Managers, Project Managers, and Product Managers, among others, in moving clients to the latest platform within agreed timelines. In addition, you will serve as an advocate for our customers in highlighting functionalities and features that will align client needs with our product roadmap. This will be done through collaboration with internal stakeholders to resolve any gaps as well as raise enhancements to improve product experience, among others.

Role Responsibilities:

- Migrate client files and layouts from legacy platforms to our next-generation solutions within agreed timelines.
- Collaborate with Customer Success Managers in tailor-fitting these files to client workflow, accounting for new/replacement features in our next-generation solution.
- Collaborate with the Helpdesk, Product Management, Content, and other internal stakeholders to resolve issues uncovered during the upgrade process.
- Build deep product expertise and advocate for enhancements by collaborating with internal stakeholders.
- Provide insights to Product Management, Customer Strategy & Execution, and Account Team on product experience and trends to align customer needs with business strategy.
- Provide insights to Product Management on internal migration tools to drive a seamless experience for the team as well as other colleagues.

Qualifications and Experience Required
- Bachelor’s degree or equivalent experience required.
- Financial markets knowledge (includes Equities, FX, Fixed Income, Funds, Macroeconomics) is a plus.
- Strong knowledge on LSEG Desktop product functionalities is a plus.
- Strong knowledge of Microsoft Excel
- Deep attention to detail
- Ability to complete tasks in a timely manner with high quality and accuracy.
- Problem solving mindset - uncover issues and think out of the box to offer creative solutions. Relentless in pushing for issue resolution.
- Ability to adapt in a fast-paced environment and rapidly changing market.
- Proactive and positive demeanor as well as Growth mindset, has a steadfast approach to increase customer satisfaction.
- Proven track record and passion for driving outcomes.

Location: Heredia, Costa Rica

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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