Strategic Client Upgrade Manager

hace 2 semanas


Santa Cruz, Costa Rica Lseg (London Stock Exchange Group) A tiempo completo

About the Role:

The Manager of Customer Success Upgrade Specialists is a key strategic company objective to lead a team that connects internally with our Customer Success organization, Project Managers, Product Managers, and other Sales & Account Management teams. This role plays a vital part in ensuring that our customers fully leverage the value of LSEG's products by discovering and implementing workflow solutions while continuously providing guidance throughout the customer's journey.

Key Responsibilities:

  • Supporting the LSEG Product upgrade initiatives by ensuring a seamless upgrade of clients to our next generation platforms.
  • Leading a team that will work closely with Customer Success Managers, Project Managers, and other colleagues in the Sales & Account management functions.
  • Serving as an advocate for our customers highlighting functionalities and features that align with client needs and with our product roadmap.
  • Collaborating with internal stakeholders to resolve gaps and raise enhancements to improve product experience.
  • Buidng relationships with large strategic customer stakeholders in collaboration with Customer Success Managers.
  • Contribute to the overall vision and strategy of the Customer Success Group.

Success Metrics:

  • The number of upgrades completed and migration of client files from legacy platforms to our next generation solutions within agreed time limits.
  • Successful collaboration with Customer Success Managers in tailor-fitting customer setup to client workflow, accounting for new/replacement features in our next generation solution.
  • Partnership with Customer Support, Product Management, and Content teams as well as other internal stakeholders to resolve issues uncovered during the upgrade process.


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