Customer Success Operations, London Stock Exchange
Americas
$88.9-148.3k
+ Annual Incentive Plan
Office located in Liberty Street, NY
Stock exchange in the City of London
Open for applications
Stock exchange in the City of London
501-1000 employees
Open for applications
$88.9-148.3k
+ Annual Incentive Plan
Office located in Liberty Street, NY
501-1000 employees
Company mission
To make things happen, out there in the real world, where it matters.
Role
Who you are
- Experience working with executive-level customers or partners; ability to influence and manage across a matrix organisation
- Experience planning and leading at both the strategic and operational level
- Experience in prioritization of results and tasks, and taking ownership, leading data-driven analyses, and influencing outcomes
- Excellent analytical, reporting, and presentation skills; effective communication skills
- Experience with Gainsight – Implementation & Driving Adoption
- Experience with sales and customer success technology platforms preferred
What the job involves
- To enable the Americas Customer Success organization to support retention efforts and strong customer engagement
- This role is critical in driving efficiency and effectiveness into CSM workflows through strategic partnership with Regional CS leadership and execution of retention and customer experience programs
- The role involves core operations activities, such as meaningful metrics, reporting and analysis, process optimization, and CRM efficiency and reporting
- It also involves owning several strategic activities, including CSM program management, technology enablement, and the scaling of global standard process
- Responsible for driving global consistency and optimized tools and processes within Region
- Partnership will also be required across many functions within LSEG, including product, support, sales, marketing, technology, broader operations teams, and business intelligence
- Drive Retention Best Practices to lead us towards our global retention rate targets:
- Strong thought leadership for managing renewals and forecasted cancels
- Conduct continuous data analysis to find opportunities and develop actionable retention strategies and execution plans
- Deliver Regional CS team with performance enablement providing CS leadership with the tools and metrics to improve retention performance across the organization
- Support goals setting, tracking, and performance measurement of the business; challenge the organization by working on plans to address opportunities and help drive processes to exceed goals consistently
- Support deliverance and defining of important metrics & reporting, Support the development and monitoring of annual sales compensation plans
- Automation and Technology Enablement:
- Drive continuous enablement of the Gainsight technology platform to drive efficient usage patterns
- Support the Gainsight roadmap and operating rhythm to ensure the platform continues to improve and meet end user requirements
- Partner closely with the Gainsight Admin team to deliver on the above
- Reinforce colleague compliance with required standards for maintaining CRM data
- Support with Definition & Delivery of automated customer journeys that enable scale and digital workflows
- Connect to Achieve:
- Collaborate cross-functionally with Customer Support, Sales, Product, Implementation, Marketing, Technology, and other groups to optimize interlocks/handoffs between teams, strengthen our Voice of Customer (VoC) mechanisms, and build a more cohesive post-sale experience for customers
- Partner closely with the Refinitiv Academy teams to optimize and grow the program
- Partner closely with Product teams to optimize product upgrade workflows and ensure the CSM teams are set up for successful upgrades with high customer satisfaction
- Work with Sales and Account Management operations teams to deliver new cross-functional programs
- Connect with Sales Strategy & Execution to strategize and complete usage sprints and retention programs across business lines and geographies
- Improve retention rates and customer experience through the execution of strategic programs and initiatives
- Drive a culture of delivering results
- Increase Gainsight adoption through enablement and stronger awareness of functionality and workflows the technology can support
- Execution of global meaningful metrics and reporting and mechanisms for driving a performance-based culture within CS
- Drive CSM teams towards greater data integrity to better enable customer insights
- Deliver automated customer journeys, retention campaign initiatives, and scaled digital approaches for more efficient customer engagement
- Systematic approach for capturing VOC as part of the broader company initiative
- Support CS onboarding through our central RAMP program, Selling the LSEG way, The Source materials, and other enablement programs to support the talent development of the CS organization
- Support & optimize the CS operating rhythm and meeting cadences to drive efficiency
- Reduce barriers to execution for CS teams by partnering across the organization
Our take
The London Stock Exchange is one of the world’s oldest stock exchanges, with a history dating back over 300 years. It operates as a part of LSEG (London Stock Exchange Group), one of the world’s leading providers of financial markets infrastructure, as a marketplace to enable stock brokers and traders to buy and sell stocks, bonds, and other securities.
The London Stock Exchange has lived through a stream of innovations; from telegraph and telephone, to the Market Price Display System, automatic trade matching, and the digitisation of issuer services. In 2019 it acquired Refinitiv, a financial information company, and in doing so became a global financial news and data business.
Most recently, the London Stock Exchange has made moves to support the evolution of private markets, and further build its presence in this space. It partnered with Floww, a platform that connects investors with private companies, with aims to launch a private primary capital raising facility, as well as explore new technologies and secondary market options for the platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2019
$27.2m
LATE VC
Feb 2018
$27.2m
LATE VC
Total funding: $54.4m
Company benefits
- Hybrid working options
- Healthcare
- Retirement planning
- Paid volunteering days
- Wellbeing initiatives
Company HQ
City of London, London, UK
Leadership
David Schwimmer
(CEO, not founder)Was Managing Director at Goldman Sachs for 20 years.
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