Kenneth Norian

Deliver tailored client engagements that help customers to maximize the value derived from Lsolutions post sale and build intimacy.

Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption.

Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities.

Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences.

Provide transparency to the customer and act a ‘quarterback’ to ensure LSEG delivers on sales commitments.

Shepherd customers to support channels available as part of the value LSEG provides.

Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers.

Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process.

Managed a staff and provided strategic direction and daily operations management for an organization of up to 40 individuals. Play a principal role in the development and growth of staff.

Responsible for the delivery of high levels of customer satisfaction and generation of revenue creation opportunities by ensuring that Reuters’ clients receive high levels of technical service and by identifying new technical sales opportunities.

Assess problems and formulate resolutions by troubleshooting the issues, and making determinations of what actions should be taken, what people should be involved, and how the client’s needs should be resolved.

Discern long-term strategic directions while coordinating and directing tactical implementation of solutions to address short-term needs.

Establish and implement project plans that detail objectives, steps, resources, deliverables, timelines, and costs from project inception through completion. Organize tasks and priorities effectively to keep multiple tasks and large numbers of workers on track.

Manage the post-sale client interface including management of client expectations; negotiating schedules, costs, resources and scope; and engagement of the client in the process of achieving a positive outcome. Act as primary contact for clients, managing issues of varied scope including sales, installation, labor scheduling, system service, and system integration

Accountable for providing the technical service interface for Reuters’ most important global clients including both proactive service management monitoring on-going performance and reliability of client systems as well as reactive service management as the primary escalation point for all technical issues and problems.

Coordinate all technical change activity for global strategic client base and provide advice and expertise to assist clients in infrastructure decisions.