Customer Success Operations, Americas

Role Purpose:

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.

+ 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

+ 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

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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

Key deliverables:

Experience and skills required:

Compensation/Benefits Information:

LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $88,900 - $148,300.

Please be aware 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 Plan (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 equivalent experience. LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match. LSEG’s Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.

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

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and

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.

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