James Bilello Email & Phone Number

New York, New York, United States

Lead a team that provides specialist-level engagement, education, and financial modeling capability leveraging LSEG’s workflow tools including financial desktop applications and APIs to ensure adoption, retention, and growth of LSEG’s business. The team works across capital markets, wealth, and advisory clients to ensure they derive the maximum value from LSEG’s solutions.Leadership: Manage a team of Customer Success Consultants based in the Americas region who are experts across our customer workflows and product capabilities including: Refinitiv Workspace, Refinitiv Eikon, and the accompanying APIs including Excel and Python.Partnership - Develop the long-term strategy for how the team partners with customers and internal stakeholders across Sales & Account Management and Product Management.Customer Retention - Partner with Customer Success Leadership peers to develop retention strategies and campaigns that are aligned to our retention goals.Customer Education - Manage team resources to effectively execute on product upgrades and bespoke client education needs either on-site or virtually. Additionally, enable the team to build compelling at-scale Refinitiv Academy courses and thought leadership that will increase adoption of LSEG’s products.Talent Development - Build the talent strategy to recruit, onboard and develop existing talent to achieve the Customer Success mandate and drive employee engagement.

New York, New York, United States

• Lead a skilled team of Associate Customer Success Managers to ensure an outstanding customer experience with Refinitiv solutions and deliver on retention targets and KPIs.• Create a high-performance culture by managing effectively, differentiating performance, developing talent, hiring with a focus on delivering results. • Analyze various reports to look for opportunities to improve client experience and drive client satisfaction. • Evaluate and effectively coach with a strong emphasis on knowledge assessment, training delivery and adapting to customer needs. • Increase the team’s customer workflow knowledge across multiple propositions.• Provide an environment of continuous learning. • Lead with purpose and utmost values to inspire talent to reach their fullest potential. • Establish and maintain relationships with stakeholder groups across the organization to ensure a coordinated customer experience.

New York, New York, United States

Alignment of Refinitiv goals with success of customers through solutions expertise, commercial acumen, and market trends.• High Retention Rate.• High Customer Feedback Scores.• Building of relationships with senior decision makers.• Uncovering leads while working virtually through customer relationships.• Regular success planning and quarterly business reviews.• Ongoing education of customers around the differentiating content and future product/data roadmaps at Refinitiv.• Continuous account health monitoring to aid greater team.• Act as a leader and coach for team members as well as other teams.• Large network of internal relationships that aids in major initiatives and renewals.• Share best practices throughout Customer Success organization.

Greater New York City Area

Alignment of Refinitiv goals with success of customers through solutions expertise, commercial acumen, and market trends.• High Retention Rate.• High Customer Feedback Scores.• Building of relationships with senior decision makers.• Uncovering leads while working virtually through customer relationships.• Regular success planning and quarterly business reviews.• Ongoing education of customers around the differentiating content and future product/data roadmaps at Refinitiv.• Continuous account health monitoring to aid greater team.• Act as a leader and coach for team members as well as other teams.• Large network of internal relationships that aids in major initiatives and renewals.• Share best practices throughout Customer Success organization.• Adapted as customer needs changed through 2020.Refinitiv, formerly the Financial & Risk business of Thomson Reuters, is one of the world’slargest providers of financial markets data and infrastructure. Serving more than 40,000institutions in over 190 countries, we provide information, insights, and technology that driveinnovation and performance in global markets. Our 160-year Reuters heritage of integrityenables customers to make critical decisions with confidence, while our unique open platform,best-in-class data, and cutting-edge technology bring greater opportunity to our customers. Byadvancing our customers, we drive progress for the entire financial community.

New York, New York

Account Team Leader of Client Specialists • Contributed to a 7-year Enterprise agreement at a large global investment manager.• Led a team of client specialists that supported two top tier strategic accounts.• Pursued gross sales and maintained a high retention rate.• Primary responsibilities included supporting hundreds of end users and upselling our premium desktop platform as well as our RISK tools, and Pricing and Reference Data products.

New York, Ny

Product Specialist (Adoption)• Focused on Asset Management at two top tier strategic accounts.• Primary responsibilities included support of hundreds of users and upselling to premium platform.• Pursued gross sales and maintained a high retention rate.• Maintained open feedback channels with internal product and content teams during the evolution of the Thomson Reuters EIKON flagship platform.

Team Leader of Client Training Executives (Promoted from Client Training Executive)• Led a team of trainers and specialists and interact with them daily.• Worked closely with desk heads, and relay sales opportunities to sales team.• Responsible for the overall end user satisfaction with Thomson Reuters.• Creation of monthly performance reports on quantity and quality of training and visits.• Project management of trainings/product upgrades/product rollouts.• Train on multiple Thomson Reuters products.

Product Trainer• Trained clients on Reuters products and services.• Followed up on service and satisfaction.• Consulted with many different buy-side and sell-side firms as well as a major Exchange.• Worked on product rollouts, training, troubleshooting, and up-selling to more advanced solutions.

Assisted Vice President in Family Wealth Management/Personal CustodyHandled queries related to client holdings including transferring money, reviewing statements, reconciling accounts, and conducting personal bankingProvided client service including problem resolution and maintenance of client relationsConsulted with clients regarding new investments and future prospects