Manager Digital Customer Success
The Manager, Digital Customer Success is responsible for leading and managing a team of Customer Success Managers to drive revenue retention and growth across business lines in. Through collaboration with internal partners, this role helps coach the team to develop specialist knowledge and deliver at-scale engagement within their area of focus. The position will develop a team of Customer Success Managers within our Digital CSM organization and will be accountable for helping drive execution on the broader CSM goals, campaigns, and role mandate. This leader will be responsible for supporting implementation of at-scale programs to drive an optimized customer experience. Additionally, this role will be a resource for the Customer Success Managers under its remit for coaching, advice, and guidance.
Role Responsibilities:
Demonstrate deep understanding of the customer success manager role
Maintain proven understanding of customer retention drivers across communities
Support team in developing specialist knowledge and delivering high quality interactions
Coach team to build and embed a long-term trusted advisor relationship within their accounts
Deliver feedback to team members to maintain culture of continuous improvement
Drive growth by coaching team to identify leads within existing accounts
Focus on maintaining overall customer health through engagement and education
Drive efficiency in customer engagement through the use of technology
Maintain strong internal networks to drive collaboration with key stakeholder groups
Help support team culture onsite in Digital CSM team
Qualifications and Experience Required:
Strong understanding of customers and their business model and workflows
Relationship building skills
Problem-solving ability to understand, articulate, structure and solve client needs and drive relevant campaigns to address
Presentation and communication skills: ability to deliver presentations and communicate at all levels within an organization
Ability to collaborate and lead a team
University/college degree may be required, equivalent experience may be considered depending on position/department
Advanced degree may be preferred
Significant work experience in applicable industry and knowledge of customer workflow required
Shown competencies in customer success, sales or marketing experience in a customer facing environment required
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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