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Manager, Customer Success, Digital

London Stock Exchange Group Tokyo, Japan
Posted 1 month ago Permanent Competitive
Manager, Customer Success, Digital
Manager - Digital Customer Success

The Manager, Digital Customer Success is responsible for leading and developing a team of Customer Success Managers to drive revenue retention and growth across business lines in . Through collaboration with internal partners, this role 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 Digital CSM organization and will be accountable for helping drive execution on the broader CSM goals, campaigns, and role mandate. This 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 Digital CSM team

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

Workstyle and benefits
  • Diverse environment
  • Collaborative team
  • Hybrid working: 4 days in the office, 1 day working from home

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. 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 mental health or physical disability needs.

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. 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 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, and 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.
Job ID  R0088172
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