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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and retention for investment banking clients.
- Company: Join LSEG, a global leader in financial markets infrastructure and data.
- Benefits: Enjoy healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.
- Why this job: Be part of a collaborative culture that values individuality and drives sustainable economic growth.
- Qualifications: Experience in customer success or account management with strong leadership skills required.
- Other info: We embrace diversity and are committed to equal opportunities for all applicants.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
Manager, Customer Success Investment Banking Northern Europe
As a Manager of Customer Success Investment Banking Northern Europe 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 Investment Banking clients.
Reporting directly to the Head of Customer Success, AWB 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 onensuring clients reali s e 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 industry expertise .
- Develop the CSM strategyfor the IB proposition(KPIs, marketing, community, playbooks) andensureexecution ofregional 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 organis ation at the proposition, regional and global level.
Customer Advocate:
- 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 forLSEGand bring trends back into the business to shape the organis ation.
Commercial Engagement:
- Partner with Sales and Account Managementto 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 theSales and Account Management leadership teamand align on actions to address.
Success Metrics in Role:
- Retention
- Annual Subscription Value
- RevenueGrowth
- Adoption KPIs
- CustomerSatisfaction
- EmployeeEngagement
- Talent Development
Who are we looking for :
- P eople leadership experience who is a s easoned mentor and coach equipped to nurture, develop and identify talent . Manager of manager experience will also be helpful
- 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 utilis es data to inform decisions, creative problem solver, and ability to give constructive feedback to drive results .
- Experience in delivering work from a regional pe rspective in a cross-functional capacity would be an advantage.
- Strong knowledge of the financial markets, with a deep understanding of Banking especially from a data vendor perspective
- Exceptional team member engagement skills , fostering alignment and collaboration across various departments to achieve common goals. You will have the power to influence th e C-Suite and connect effectively at all levels
- 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 organis ational 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.
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.
Manager, Customer Success - Investment Banking - London Stock Exchange Group employer: London Stock Exchange Group
Contact Detail:
London Stock Exchange Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Customer Success - Investment Banking - London Stock Exchange Group
✨Tip Number 1
Familiarise yourself with the latest trends in customer success and investment banking. Understanding the current market dynamics will help you engage in meaningful conversations during interviews and demonstrate your industry knowledge.
✨Tip Number 2
Network with professionals in the investment banking sector, especially those involved in customer success roles. Attend industry events or webinars to connect with potential colleagues and learn about their experiences, which can provide valuable insights for your application.
✨Tip Number 3
Showcase your leadership skills by discussing any relevant experience you have in mentoring or developing teams. Prepare examples of how you've successfully led teams to achieve customer satisfaction and retention goals, as this is crucial for the role.
✨Tip Number 4
Research LSEG's values and culture thoroughly. Be ready to articulate how your personal values align with theirs, particularly around integrity, partnership, and excellence, as this will demonstrate your fit within their organisational culture.
We think you need these skills to ace Manager, Customer Success - Investment Banking - London Stock Exchange Group
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and team leadership. Use specific examples that demonstrate your ability to exceed retention and growth targets, as well as your understanding of the financial markets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your leadership style aligns with the values of LSEG. Mention your experience in developing strategies that drive customer engagement and satisfaction.
Showcase Your Achievements: Quantify your achievements in previous roles, such as improvements in customer retention rates or successful team development initiatives. This will help illustrate your impact and effectiveness as a leader.
Research the Company Culture: Familiarise yourself with LSEG's values and mission. Reflect this understanding in your application by demonstrating how you can contribute to their culture of integrity, partnership, excellence, and change.
How to prepare for a job interview at London Stock Exchange Group
✨Showcase Your Leadership Skills
As a Manager of Customer Success, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully mentored or coached team members in the past, and be ready to discuss your approach to fostering a high-performance culture.
✨Understand the Financial Markets
Given the role's focus on investment banking, it's crucial to have a solid understanding of financial markets and banking trends. Brush up on current market conditions and be prepared to discuss how these factors influence customer success strategies.
✨Emphasise Customer-Centric Strategies
The role requires a strong focus on customer satisfaction and retention. Be ready to share specific strategies you've implemented in previous roles that have successfully driven customer engagement and satisfaction, highlighting any metrics that demonstrate your impact.
✨Prepare for Cross-Functional Collaboration
This position involves working closely with various departments such as sales and product strategy. Think of examples where you've successfully collaborated across teams to achieve common goals, and be prepared to discuss how you would approach this in the new role.
