Manager, Customer Success Commodities EMEA
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.
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 for LSEG and bring trends back into the business to shape the organisation.
Commercial Engagement:
- 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.
Success Metrics in Role:
- Usage
- Retention
- Annual Subscription Value
- Revenue Growth
- Adoption KPIs
- Customer Satisfaction
- Employee Engagement
- Talent Development
Who are we looking for:
- 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. You will have the power to influence the 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 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.
Career Stage:
Manager
London Stock Exchange Group (LSEG) Information:
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. 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.
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.
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.
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