The Customer Success Team Leader, At Scale is responsible for leading and developing a team of Customer Success Managers to drive revenue retention and growth across business lines in the Americas. Through collaboration with internal partners, the Customer Success Team Leader helps coach the team to develop specialist knowledge and deliver at-scale engagement within their area of focus. The position will manage a team of Customer Success Managers within our At Scale CSM Hub and will be accountable for helping drive execution on the broader CSM goals, campaigns, and role mandate. The Team 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 solid 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 At Scale CSM Hub office
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
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.
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