Manager, Business Planning

Overview

Manager, Business Planning & Operations - APAC, CSM

Join to apply for the Manager, Business Planning & Operations - APAC, CSM role at LSEG .

Role Purpose: To enable the APAC 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.

Key responsibilities

• Drive Retention Best Practices to lead us towards our global retention rate targets.
• 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 delivery and defining of important metrics & reporting.
• Support the development and monitoring of annual sales compensation plans.

Automation and Technology Enablement

• 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.

Connect to Achieve

• Collaborate cross-functionally with Customer Support, Sales, Product, Implementation, Marketing, Technology, and other groups to optimize interlocks/handoffs between teams, strengthen VoC mechanisms, and build a cohesive post-sale experience for customers.
• Partner with Refinitiv Academy teams to optimize and grow the program.
• Partner 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.
• Collaborate with Sales Strategy & Execution to strategize and complete usage sprints and retention programs across business lines and geographies.

Key deliverables

• Improve retention rates and customer experience through the execution of strategic programs and initiatives; drive a culture of delivering results.
• Increase Gainsight adoption through enablement and stronger awareness of functionality and workflows.
• Execute global meaningful metrics and reporting to drive a performance-based culture within CS.
• Drive CSM teams towards greater data integrity to better enable customer insights.
• Deliver automated customer journeys, retention campaigns, and scaled digital approaches for more efficient customer engagement.
• Systematic approach for capturing VOC as part of the broader company initiative.
• Support CS onboarding through our central RAMP program, selling the LSEG way, The Source materials, and other enablement programs to support talent development of the CS organization.
• Support and optimize the CS operating rhythm and meeting cadences to drive efficiency.
• Reduce barriers to execution for CS teams by partnering across the organization.

Experience and skills required

• Experience working with executive-level customers or partners; ability to influence and manage across a matrix organisation.
• Experience planning and leading at both the strategic and operational level.
• Experience in prioritization of results and tasks, taking ownership, leading data-driven analyses, and influencing outcomes.
• Excellent analytical, reporting, and presentation skills; effective communication skills.
• Experience with Gainsight – implementation and driving adoption.
• Experience with sales and customer success technology platforms preferred.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you\'re ready to take your career to the next level and make a significant impact, we\'d love to hear from you.

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 values of Integrity, Partnership, Excellence and Change underpin our purpose and guide our daily actions. We are an equal opportunities employer and value diversity. We are committed to sustainability and to supporting the communities where we operate.

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