Are you a confident leader passionate about the importance of data and technology to power the financial ecosystem? Are you excited about coaching people to accelerate their development within Customer Success?
This is an opportunity to take on a key strategic company objective as the Manager of Customer Success Upgrade Specialists to lead a team that connect internally with our Customer Success organization as well as Project Managers, Product Managers, and other Sales & Account Management teams to make sure our upgrade programs are effectively managed. The Customer Success organization plays a vital role in ensuring that our customers fully leverage the value of LSEG's products by discovering and implementing workflow solutions while continuously providing guidance throughout the customer's journey. The Manager of Customer Success Upgrade Specialists and its team will be supporting the LSEG Product upgrade initiatives by ensuring a seamless upgrade of clients to our next generation platforms. It requires project management skills, strong execution, and management of timely, accurate, and cohesive transfer of client layouts from legacy platform to our next-generation solutions. Your team will support various customer workflows including Sales & Trading, Commodities, Asset Management, Wealth, and Investment Banking.
Role Overview:
- Your team will work closely with the Customer Success Managers, Project Managers, and other colleagues in the Sales & Account management functions.
- You and your team will serve as an advocate for our customers highlighting functionalities and features that align with client needs and with our product roadmap.
- Collaboration with internal stakeholders to resolve gaps as well as raise enhancements to improve product experience, among others.
- Through our Sales & Account Management teams, build relationships with large strategic customer stakeholders in collaboration with Customer Success Managers.
- Collaborate with Customer Proposition and product owners to provide the voice of the customer and align customer needs with our roadmaps.
- Contribute to the overall vision and strategy of the Customer Success Group.
- Recruitment and driving performance as per the LSEG performance model.
Your Success:
The Manager of Customer Success Upgrade Specialists will be measured by:
- The number of upgrades completed and migration of client files from legacy platforms to our next generation solutions within agreed time limits.
- Successful collaboration with Customer Success Managers in tailor-fitting customer set up to client workflow, accounting for new/replacement features in our next generation solution.
- Partnership with Customer Support, Product Management, and Content teams as well as other internal stakeholders to resolve issues uncovered during the upgrade process.
- Build a deep product expertise and advocate for enhancement by collaborating with internal stakeholders.
- Provide insights to Product Management, Customer Strategy & Execution, and Account Teams on the product experience and trends to align customer needs with business strategy.
- Provide insight to Product Management on internal migrations tools to drive seamless experience for the team as well as other colleagues.
Qualifications/Skills:
- Experience in a management or team leader role with a proven track record and enthusiasm for coaching and developing talent to succeed within Customer Success.
- A proven track record and overachievement in relevant customer success roles, sales, or account management within a similar organization.
- Deep understanding of the customer, especially the trading workflow (Foreign Exchange, Fixed Income, Commodities, Equities) as well as cross product understanding in Research and Portfolio Management, Investment Banking, Wealth, Sales & Trading, trading technologies, and Microsoft Office tools.
- Strong problem-solving skills.
- Proactive and positive attitude that has a "whatever it takes" approach to increase customer satisfaction.
- Strong track record of identifying customer needs and successfully executing on retention, adoption strategies, and uncovering revenue expansion opportunities.
- Ability to challenge team members and be challenged, provide, and receive feedback to achieve team goals.
- Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
- Ability to adapt and thrive in a fast-paced environment and rapidly
- changing market.
- Innovator who can use data to make decisions, simplify complex problems and express themselves thoughtfully.
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