Customer Success Lead - Trading, Southern Europe

LSEG Business Services RM; Milano; Hybrid; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid and flexible working

Learning and development programs

Job summary

LSEG Business Services RM in Milano seeks a Manager of the Trading Customer Success Team for Southern Europe to lead a 7-8 person group, driving retention and customer experience for Trading Workflow clients, reporting to the Head of Customer Success, Sales & Trading EMEA.

The role focuses on creating value through adoption, integration and expansion, shaping regional CSM strategy and collaborating withSales, product strategy and operations to deliver measurable outcomes and a high-performance

Qualifications

• Candidates should have people leadership experience.
• Experience in Customer Success or account management, with a strong grasp of how customer success drives value throughout the customer lifecycle.
• Ability to work in a team-based, collaborative environment and passion for contributing to the creation of a world-class customer success function.
• Consistent track record of exceeding retention, adoption, customer satisfaction, and growth targets.
• Demonstrated understanding of customer needs and technology trends with ability to develop strategy and execute.

Responsibilities

• Lead and develop a team of high performing CSMs with deep trading industry expertise.
• Develop the CSM strategy for the Trading proposition (KPIs, marketing, community, playbooks) and ensure execution of regional and global CSM programs.
• Create the strategy to recruit diverse talent, onboard, and develop existing talent to achieve the Customer Success mandate and drive employee engagement.
• Develop a culture of customer success, accountability, and collaboration across key stakeholders: sales, customer operations, and product strategy.
• Collaborate with regional and global peers to share best practices and create community.
• Provide thought leadership to shape the CSM organisation at the proposition, regional and global level.

Job description

LSEG Business Services RM in Milano seeks a Manager of the Trading Customer Success Team for Southern Europe to lead a 7-8 person group, driving retention and customer experience for Trading Workflow clients, reporting to the Head of Customer Success, Sales & Trading EMEA.

The role focuses on creating value through adoption, integration and expansion, shaping regional CSM strategy and collaborating withSales, product strategy and operations to deliver measurable outcomes and a high-performance