Kuraray America

They will also be a leader of leaders with a Due Diligence front line leader and team reporting into them.. The successful candidate will ensure our clients realize the full value of our risk solution suite which includes third party risk screening, enhanced due diligence, data to combat financial crime, and digital identity capabilities.. Set talent strategy to recruit, onboard and create a diverse talent slate to achieve the CS directive.. Collaborate with Sales Enablement to ensure upgrade, migration, and adoption campaigns are launched and achieved.. Bachelor’s degree required, with additional certifications a plus – ACAMS, CCEP, or MBA

director customer success

Director, Customer Success Risk & Compliance– Americas     As a leader championing customer success, you will lead the Risk Customer Success team for the Americas! The team is responsible for a book of business across the largest global banks, financial institutions and corporate clients for both North and South America. This role will report into the Head of Customer Success in the Americas and be part of the broader Customer Success Leadership Team in the region. They will also be a leader of leaders with a Due Diligence front line leader and team reporting into them. The successful candidate will ensure our clients realize the full value of our risk solution suite which includes third party risk screening, enhanced due diligence, data to combat financial crime, and digital identity capabilities.
LSEG’s risk and compliance solutions serve more than 40,000 institutions in approximately 190 countries. We provide advanced data and compliance technology and research to help our clients clarify and mitigate risks. Our heritage of integrity enables our customers to make critical decisions with confidence!     Leadership Activities:      Lead and develop a team of successful CSMs with deep industry expertise.
Set talent strategy to recruit, onboard and create a diverse talent slate to achieve the CS directive.
Set quarterly objectives to deliver key results against core KPIs: adoption, customer lifecycle, lead gen, and customer happiness.
Build adoption campaigns resulting in achieving retention, revenue, and usage goals.
Drive execution of the customer engagement model and customer lifecycle framework to deliver higher value impact and positive renewal outcomes.
Collaborate with global risk CSM peers to share best practices and build community.
Partner with At-Scale Customer Success and Academy functions to develop and implement a digital first client journey across communities and channels.
Provide thought leadership to shape the CSM function at the proposition, regional and global level.

Customer Advocate:       Build strong client relationships to understand the unique needs and industry trends across client types.
Drive voice of the customer internally to influence capital allocation process and product roadmap.
Represent Customer Success at C-level meetings to deliver team value proposition to aid in positive renewal outcomes and closed new sales.
Participate in industry events for both clients and customer success, be a brand ambassador for LSEG and bring trends back into the business to shape the organization.

Commercial Engagement:       Monitor and report monthly on the overall customer health, productivity, adoption, renewals, expansion opportunities and execution of Customer Value Plans.
Identify key trends, risks, opportunities, create action plans to mitigate and collaborate with product to deliver on key client needs.
Partner with Account Management to ensure retention campaigns and talent are aligned to key renewal priorities.
Partner with sales to create value plans for new business and ensure smooth hand off from sellers to CSM.
Collaborate with Sales Enablement to ensure upgrade, migration, and adoption campaigns are launched and achieved.

Success Metrics:       Drive to 95.5% Retention
Revenue & Outright
Cancels
Lead Generation
Customer Satisfaction
Product Usage
Campaigns and clear outcomes
Technology (i.e. Gainsight) & Process Adoption
Employee Engagement
DE&I Metrics

Experience Requirements:       6+ years of risk & compliance industry and leadership experience.
Caring mentor and coach equipped to develop senior managers and identify talent.
Ability to work in team-based, collaborative environment and passion for contributing to the creation of a best-in-class customer success function.
Outstanding communicator that can flex style depending on audience and outcome.
Consistent track record of exceeding retention, adoption, customer happiness and growth targets.
Shown understanding of customer needs and technology trends with shown ability to develop strategy and implement.
Innovator who uses data to inform decisions, creative problem solver and abil ity to give constructive feedback and influence partners.
Experience in delivering work from a global perspective in a cross-functional capacity would be an advantage.
Bachelor’s degree required, with additional certifications a plus – ACAMS, CCEP, or MBA
Compensation/Benefits Information (New York City applicants only):    LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $127,500 - $236,900.    Compensation/Benefits Information (for all California based roles):    LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $127,500 - $236,900.  Please be aware base salary ranges may vary by geographic location, including city and state. In addition to our offered base salary, this role is eligible for our variable incentive compensation plan. Individual salary will be reflective of job related knowledge, skills and commensurate experience. All roles are typically eligible for inclusion in our LSEG benefits program, more information & details will be provided at time of offer.    At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.     Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.     LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.     We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.     Please take a moment to read this   privacy notice   carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained,   your rights and how to contact us as a data subject  .     If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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