At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and retention strategies.
- Company: Join LSEG, a global leader in financial markets and data solutions.
- Benefits: Enjoy tailored benefits, healthcare, retirement planning, and paid volunteering days.
- Other info: Be part of a diverse, innovative culture that values your individuality.
- Why this job: Make a real impact in customer success while developing your leadership skills.
- Qualifications: Experience in customer success and strong people leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
As a Manager of the Customer Success Commodities EMEA Team, you'll lead a dynamic team of 10-15 individual contributors, playing a pivotal role in shaping the retention and customer experience for LSEG’s Workflows Commodities clients. Reporting directly to the Head of Customer Success, Sales & Trading EMEA, you'll be an integral part of the EMEA Customer Success Leadership Team, where your insights and leadership will drive impactful strategies and elevate our customer success initiatives.
The successful candidate will focus on ensuring clients realise the full value of our platforms to achieve their business goals through the creation of success strategies that drive adoption, integration, and expansion.
Leadership Activities:- Lead and develop a team of high performing CSMs with deep commodities industry expertise.
- Develop the CSM strategy for the Commodities proposition (KPIs, marketing, community, playbooks) and ensure execution of regional and global CSM programs.
- Create the strategy to recruit diverse talent, onboard, and develop existing talent to achieve the Customer Success mandate and drive employee engagement.
- Develop a culture of customer success, accountability, and collaboration across key stakeholders: sales, customer operations, and product strategy.
- Collaborate with regional and global peers to share best practices and create community.
- Provide thought leadership to shape the CSM organisation at the proposition, regional and global level.
- Build strong client relationships to understand the market needs and drive voice of the customer internally for all decision making.
- Collaborate with the wider Customer Success leadership team, product strategy and sales enablement to ensure the voice of the customer is aligned to retention campaigns and product strategy.
- Drive awareness of the Customer Success team and value proposition with clients.
- Participate in industry events for both Clients and Customer Success, be a brand ambassador for LSEG and bring trends back into the business to shape the organisation.
- Partner with Sales and Account Management to ensure retention campaigns and talent are aligned to drive positive renewal outcomes.
- Collaborate with Sales and Customer Operations to ensure smooth hand offs in customer journey for optimal renewal and expansion outcomes.
- Monitor and report on the overall customer health, adoption metrics, renewals, expansion opportunities and execution of Customer Success Plans.
- Collaborate with product strategy to ensure upgrade, migration, and adoption campaigns are launched and achieved.
- Identify opportunities / risks and areas of improvement to the Sales and Account Management leadership team and align on actions to address.
- Usage
- Retention
- Annual Subscription Value
- Revenue Growth
- Adoption KPIs
- Customer Satisfaction
- Employee Engagement
- Talent Development
- Candidates should have people leadership experience. We are looking for someone who is a seasoned mentor and coach equipped to nurture, develop and identify talent.
- Experience in Customer Success or account management, with a strong grasp of how customer success drives value throughout the customer lifecycle.
- Ability to work in a team-based, collaborative environment and passion for contributing to the creation of a world-class customer success function.
- Consistent track record of exceeding retention, adoption, customer satisfaction, and growth targets.
- Demonstrated understanding of customer needs and technology trends with ability to develop strategy and execute.
- Innovator who utilises data to inform decisions, creative problem solver, and ability to give constructive feedback to drive results.
- Experience in delivering work from a regional perspective in a cross-functional capacity would be an advantage.
- Strong knowledge of the financial markets, with a deep understanding of the Commodities industry, especially from a data vendor perspective.
- Exceptional team member engagement skills, fostering alignment and collaboration across various departments to achieve common goals.
- Proficient in change management, adept at guiding teams through transitions and fostering a culture of adaptability.
- Committed to driving a high-performance culture, setting bold goals, and motivating teams to achieve excellence across diverse cultures & geographies.
- Exceptional organisational skills, capable of leading multiple priorities and projects simultaneously.
- Strong performance mentor skills, with the ability to set clear expectations, provide regular feedback, and support professional development.
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
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.
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.
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.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.
Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Manager, Customer Success employer: London Stock Exchange Group
At LSEG, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration. As a Manager in Customer Success, you'll lead a talented team in the heart of London, benefiting from our commitment to employee growth through tailored development opportunities and a diverse, inclusive environment. With a focus on sustainability and community engagement, you'll find meaningful work that not only drives your career forward but also contributes positively to society.
Contact Details:
London Stock Exchange Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at London Stock Exchange Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like London Stock Exchange Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to London Stock Exchange Group:Your cover letter is your chance to shine! Tell us why you want to work at London Stock Exchange Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at London Stock Exchange Group!
How to prepare for a job interview at London Stock Exchange Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
