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Senior Manager, Customer Success Operations Americas - Washington, United States - LSEG (London Stock Exchange Group)
Description
Role PurposeTo enable the Americas Customer Success organization to support retention efforts and strong customer engagement.
This role is critical in driving efficiency and effectiveness into CSM workflows through strategic partnership with Regional CS leadership and execution of retention and customer experience programs.
The role involves core operations activities, such as meaningful metrics, reporting and analysis, process optimization, and CRM efficiency and reporting.
It also involves owning several strategic activities, including CSM program management, technology enablement, and the scaling of global standard process.
Responsible for driving global consistency and optimized tools and processes within Region.Partnership will also be required across many functions within LSEG, including product, support, sales, marketing, technology, broader operations teams, and business intelligence.
Key Responsibilities Of The RoleDrive Retention Best Practices to lead us towards our global retention rate targets:
Strong thought leadership for best managing renewals and forecasted cancels
Conduct continuous data analysis to find opportunities and develop actionable retention strategies and execution plans.
Deliver Regional CS team with performance enablement providing CS leadership with the tools and metrics to improve retention performance across the organization.
Support goals setting, tracking, and performance measurement of the business; challenge the organization by working on plans to address opportunities and help drive processes to exceed goals consistently.
Support deliverance and defining of important metrics & reporting, Support the development and monitoring of annual sales compensation plansAutomation and Technology Enablement:
Drive continuous enablement of the Gainsight technology platform to drive efficient usage patterns
Support the Gainsight roadmap and operating rhythm to ensure the platform continues to improve and meet end user requirements
Partner closely with the Gainsight Admin team to deliver on the above
Reinforce colleague compliance with required standards for maintaining CRM data
Support with Definition & Delivery of automated customer journeys that enable scale and digital workflows
Connect to Achieve:
Collaborate cross-functionally with Customer Support, Sales, Product, Implementation, Marketing, Technology, and other groups to optimize interlocks/handoffs between teams, strengthen our Voice of Customer (VoC) mechanisms, and build a more cohesive post-sale experience for customers
Partner closely with the Refinitiv Academy teams to optimize and grow the program
Partner closely with Product teams to optimize product upgrade workflows and ensure the CSM teams are set up for successful upgrades with high customer satisfaction
Work with Sales and Account Management operations teams to deliver new cross-functional programs.
Connect with Sales Strategy & Execution to strategize and complete usage sprints and retention programs across business lines and geographies
Key Deliverables
Improve retention rates and customer experience through the execution of strategic programs and initiatives
Drive a culture of delivering results
Increase Gainsight adoption through enablement and stronger awareness of functionality and workflows the technology can support
Execution of global meaningful metrics and reporting and mechanisms for driving a performance-based culture within CS
Drive CSM teams towards greater data integrity to better enable customer insights
Deliver automated customer journeys, retention campaign initiatives, and scaled digital approaches for more efficient customer engagement
Systematic approach for capturing VOC as part of the broader company initiative
Support CS onboarding through our central RAMP program, Selling the LSEG way, The Source materials, and other enablement programs to support the talent development of the CS organization
Support & optimize the CS operating rhythm and meeting cadences to drive efficiency
Reduce barriers to execution for CS teams by partnering across the organization
Experience And Skills Required
Experience working with executive-level customers or partners; ability to influence and manage across a matrix organisation
Experience planning and leading at both the strategic and operational level.
Experience in prioritization of results and tasks, and taking ownership, leading data-driven analyses, and influencing outcomes.
Excellent analytical, reporting, and presentation skills; effective communication skills
Experience with Gainsight – Implementation & Driving Adoption
Experience with sales and customer success technology platforms preferred
Compensation/Benefits Information (New York Applicants Only)
LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $126,600 - $235,200.
Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our Annual Incentive Plan (AIP/"bonus plan"). Target AIP rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience.
LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match.
LSEG's Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.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.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
