Customer Success Upgrade Specialists Team Lead

hace 2 semanas


Santa Cruz, Costa Rica Lseg (London Stock Exchange Group) A tiempo completo
Lead Customer Success Upgrade Specialists

Are you a seasoned leader passionate about empowering customers to maximize the value of our products? Do you excel in guiding teams to achieve exceptional customer success?

We are seeking an experienced Team Lead to oversee our Customer Success Upgrade Specialists, playing a vital role in ensuring seamless upgrades of clients to our next-generation platforms. This is an exciting opportunity to join our team and make a significant impact on our customers' journey.

About the Role:

  • Collaborate closely with Customer Success Managers, Project Managers, and Sales & Account Management teams to drive successful upgrade initiatives.
  • Serve as an advocate for our customers, highlighting product features that align with their needs and our product roadmap.
  • Work with internal stakeholders to resolve gaps and raise enhancements to improve the overall product experience.
  • Better relationships with strategic customer stakeholders through our Sales & Account Management teams.
  • Contribute to the vision and strategy of our Customer Success Group.

Your Success Metrics:

  • The number of upgrades completed within agreed time limits.
  • Successful collaboration with Customer Success Managers to tailor-fitted customer setup to client workflow.
  • Partnership with Customer Support, Product Management, and Content teams to resolve issues uncovered during the upgrade process.
  • Build deep product expertise and advocate for enhancements by collaborating with internal stakeholders.

Requirements:

  • A proven track record in management or team leadership roles with a passion for coaching and developing talent.
  • Experience in relevant customer success roles, sales, or account management within a similar organization.
  • Deep understanding of customer workflows, particularly trading technologies, and Microsoft Office tools.
  • Strong problem-solving skills and proactive attitude with a 'whatever it takes' approach to increase customer satisfaction.

Our purpose is driving financial stability, empowering economies, and enabling customers to create sustainable growth. We operate with Integrity, Partnership, Excellence, and Change underpinning our values. Our salary for this position ranges from £70,000 to £110,000 depending on experience.



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