London Stock Exchange Group – Manager, Customer Success Consulting, Americas – $105k / $196k – New York, USA

March 1, 2023
$105,800 - $196,400
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Job Description

Manager, Customer Success Consulting, Americas

The Manager of Customer Success Consulting leads a team that provides specialist-level engagement, education, and financial modeling capability leveraging LSEG’s workflow tools including financial desktop applications and API’s to ensure the adoption, retention, and growth of LSEG’s business.  The team works across capital markets, wealth, and advisory clients to ensure they derive the maximum value from LSEG’s solutions. The role reports to the Director of Customer Success for Investment & Wealth Solutions.

What You’ll Do

  • Leadership: Manage a team of Customer Success Consultants based in the Americas region who are experts across our customer workflows and product capabilities including Refinitiv Workspace, Refinitiv Eikon, and the accompanying APIs including Excel and Python.
  • Partnership: Develop the long-term strategy for how the team partners with customers and internal stakeholders across Sales & Account Management and Product Manegement.
  • Customer Retention: Partner with Customer Success Leadership peers to develop retention strategies and campaigns that are aligned to our retention goals.
  • Customer Education: Manage team resources to effectively execute product upgrades and bespoke client education needs either on-site or virtually.  Additionally, enable the team to build compelling at-scale Academy courses and thought leadership that will increase the adoption of LSEG’s products.
  • Talent Development: Build the talent strategy to recruit, onboard, and develop existing talent to achieve the Customer Success mandate and drive employee engagement.

What Success Looks Like

  • Successful retention, adoption, and growth of LSEG’s customer base.
  • Establishing the brand of Customer Success Consulting throughout the Americas to ensure relevant stakeholders are aware of team capability and talent profile.
  • High-performing and engaged team with a collaborative culture.

Who You Are

  • 3+ years of people leadership experience within a Customer Success or Account Management setting or significant experience leading projects with multiple stakeholders.
  • Strong understanding of or desire to live up to LSEG’s value to Connect, Create Opportunity, and Deliver Excellence
  • Ability to engage with and influence a range of stakeholders, including senior leadership.
  • Strong resource planning and organizational skills are required as the team will be tasked with multiple concurring projects.
  • Willingness to undertake additional projects and responsibilities as needed.
  • CRM and/or Customer Success platform experience (Salesforce, Gainsight, Tableau, etc.) is a plus.

We’ve entered a new era of hybrid working and we’re committed to adapting to embrace this change and will look to have employees in the office three days per week. If the selected candidate does not live near an LSEG office, travel to visit customers and other LSEG offices will be required and agreed upon with the manager.

Compensation/Benefits Information (New York City applicants only):

LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $105,800 – $196,400.

Compensation/Benefits Information (for all California-based roles):

LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $105,800 – $196,400.

Please be aware that base salary ranges may vary by geographic location, city, and state. In addition to our offered base salary, this role is eligible for our annual incentive (AIP/”bonus plan”). Target AIP rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job-related knowledge, skills, and commensurate experience. All roles are typically eligible for inclusion in our LSEG benefit program, more information & details will be provided at the time of offer.

At LSEG, we believe that creating a diverse and inclusive organization 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 organization 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 the 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, color, 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.

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, 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.