Position Summary
The Customer Success Management (CSM) organization includes over 650 Customer Success professionals globally responsible for enabling our customers to realize the full value of our products and solutions. They support our entire desktop and data businesses and are ultimately responsible for revenue retention and optimizing the customer experience, working in collaboration with Account Management and Proposition Sales.
The Americas Business Operations Director will be responsible for supporting the Head of Customer Success, Americas and the organization by designing and executing key programs and processes aimed at driving alignment and execution across the Americas Markets. This role is critical to driving the productivity of the Americas CSM team and will sit on the Americas CSM Leadership Team. The role will report to the Head of Global Customer Success Operations.
Role Responsibilities
- Working with the Americas CSM Leadership team to determine the requirements for data and analytics and delivering to the CSMs actionable data and insights in an efficient way to drive behaviors and help CSMs meet KPIs.
- Analyzing CSM coverage model in the Americas to ensure we have the optimal resource allocation across the Markets. Management of headcount and specialisms reporting to ensure data is timely and accurate.
- Managing CSM applications and tools, including Salesforce dashboards and reporting, to ensure management has the insights required to effectively run the CSM organization.
- Managing database of renewals, flagging key renewals and cancellation risks, ensuring we have proper coverage of those renewals, and driving action plans to remediate risks.
- Driving quarterly business reviews with the Head of Americas CSM to review retention and revenue performance and assess areas of strengths and weakness for the Region. Developing plans to address issues.
- Engaging in territory mapping and design, while keeping Salesforce data accurate and current.
- Driving performance management programs for CSMs and ensuring operational efficiency.
- Liaising between the Americas CSM leadership team and Market Development to deliver retention-oriented campaigns to the CSM organization.
- Helping drive global alignment by sharing best practices with Business Operations Directors in EMEA and APAC while also adopting best practices already employed by the other regions.
Qualifications and Experience Required
- Excellent Microsoft Excel skills and experience using Salesforce tools and reporting.
- Attention to detail while also having an ability to communicate to management in a summarized format.
- Strong interpersonal skills.
- Self-starter that can lead programs and define processes autonomously.
- Experience identifying enablement issues, creating robust recommendations and implementing strategies to optimize performance.
- Must possess excellent analytical and strategic thinking skills.
- Must be an effective communicator, possess the ability to effectively communicate and influence across all levels of an organizational matrix.
- Ability to perform in a high-pressure environment juggling and executing on multiple priorities.
- Prior experience in Business Operations, Sales Enablement, and/or Sales Finance.
- Experience with Customer Success organizations a plus.
The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change. With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and contentâall supported by human expertise. At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.
As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Refinitiv is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
As a global business, Refinitiv relies on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Refinitiv is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
Locations
New York-New York-United States of America
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