Customer Success Senior Associate
Core
Senior Associate leading a team of Client Service specialists to deliver end-to-end customer experience and support for LCH's global member base across multiple asset classes.
Role type
Senior IC Customer Success Manager (Team Lead)
Builds
Customer service operations and support for financial clearing and settlement services
Domain
Financial Markets Infrastructure / Clearing House
Deliverable
client delivery
Required skills
Team leadership, client relationship management, operational coordination, escalation management, knowledge base management, data analysis, Service Cloud (Salesforce), stakeholder communication
Preferred skills
Existing market contacts, experience in fast-paced operational environments, guidance to junior colleagues
Technologies
Service Cloud, Salesforce
Responsibilities
Act as key entry point for customer queries via Service Cloud; create and maintain global customer relationships; support member escalations and complex issues; distribute member communications; ensure enhanced support for platinum customers; coordinate workload and guide junior colleagues; maintain Knowledge Portal content; prepare customer management information and engagement trends.
Seniority
Senior, hands-on IC with team leadership