Customer Success Director- Switzerland
vor 2 Wochen
Summary of the role
LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.
The CSM team plays a vital role in ensuring that our customer’s fully leveraging the value of Refinitiv by discovering and implementing workflow solutions while continuously providing coaching throughout the customer’s journey. This team will provide customers with a differentiated customer experience, helping them to realise the full value of our solutions. CSM team collaboratively designs and implements engagements with key business decision makers, assists in reducing competitive risk, and identifies opportunities in his/her accounts.
As a leader you will have a dual responsibility: Lead a team of CSMs for our Wealth Solution proposition within markets and lead the territory to build a strong CSM-AM partnership in order to mitigate cancellations and increase retention.
**Responsibilities**:
Lead a team of 8 members of staff across different regions and develop across Wealth proposition in Continental Europe. This individual will be responsible for;
- Lead Switzerland Territory to drive and implement customer retention with right mentality ensuring a close partnership with Account Management team.
- Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics needed to achieve them
- Lead a winning team of Customer Success Managers that focus on value creation for our customers, deliver against revenue targets, and KPIs and educate customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use-case
- Monitor usage, health gauges, competitive landscape, and any other relevant data to build a retention strategy
- Drive commercial value creation through adoption of all our solutions purchased by the customer to achieve revenue retention, customer engagement and growth opportunities.
- Act on usage information focusing on “at risk” customers to mitigate cancellations, improve retention and growth and identify value optimization opportunities.
- Create a culture of continuous learning for your team to stay current on customer needs
- Partner with Sales and Account Management, leadership, and proposition teams to provide insights on customer health to drive retention and growth and with a clear focus on renewals, platform adoption, and expansion opportunities.
- Build deep relationships with key customer stakeholders to advise engagement strategy and build "Refinitiv advocates"
- Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
- Contribute to overall vision and strategy of the Customer Success Group
- Own and drive team performance against quarterly and annual targets
- Build the talent strategy to develop existing talents, drive employee engagement and inclusion, Develop and implement the CSM retention strategy for the market and ensure execution of regional and global CSM programs
- By redefining our client’s business through user adoption of our suite of solutions, the CSM team creates the conditions for optimal renewal and upsell growth.
Your Success: A CSM Manager will be measured by:
- Breadth & depth of customer relationships
- Escalation and risk mitigation management
- Portfolio attrition
- Product Adoption
- Contributions to growth and renewals by the team
- Strong attitude and elevate of the CSM role
What are we looking for:
- Looking for an induvial with shown customer success background, pre-sales or a Consulting experience with team lead skills and deep understanding of the financial customer market workflow, especially in Wealth business and its trends.
- Consistent record and passion for coaching and developing talent to succeed within Customer Success.
- Strong problem-solving skills and an excellent collaborator who will build strong team spirit and strong CSM attitude
- Proactive and positive attitude that has a "can do" approach to increase customer happiness.
- Consistent track record of identifying customer needs and effectively completing retention, adoption strategies, and uncovering revenue expansion opportunities
- Ability to challenge team members and be challenged, provide, and receive feedback to achieve team goals
- Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
- Ability to adapt and thrive in a fast-paced environment a
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