Customer Success Operations, Americas

Role Purpose:

To 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 role:

• Drive Retention Best Practices to lead us towards our global retention rate targets:
  • Strong thought leadership for 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 plans
• Automation 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:

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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