Analyst, Customer Success Operations (SQL, Tableau)

As a part of Global CSM Business Operations team, this role will work in partnership with senior executives across the regional Customer

Success teams. Specifically, this role will provide operational support for the Refinitiv Academy Customer Learning Program and partner closely

with the Global Lead for the Refinitiv Academy. The Refinitiv Academy consists of product and industry education classes that are offered to our

customers and instructed by Customer Success Managers (CSMs). In 2021, there were approximately 7,000 classes completed for 57,000

customer attendees.

Role responsibilities include aggregating, summarizing, and cleansing the data for classes, registrants, and attendees to provide actionable

insights to the Refinitiv Academy leadership team. The candidate should therefore have an ability to manage large, unstructured datasets to

provide summarized data and insights to management.

The Refinitiv Academy data reporting and analysis this role will provide to the team will ensure the program continues to deliver success and will

help drive the program strategy (e.g. Do we target certain customer types based on trends identified in attendance and class data?).

Additionally, this role will partner with CSM dashboard owners across LSEG to ensure CSMs have access to the holistic data insights they need

across their global KPIs. This partnership typically includes working with CSM Ops directors on dashboard enhancement requirements,

communicating those requirements to stakeholders effectively, and tracking enhancements to ensure they’re delivered by the respective teams.

Further Detail of Responsibilities:

1. Lead and own global Refinitiv Academy data reporting and analysis processes. This includes:

Close partnership with the global lead for the Refinitiv Academy program to understand data and reporting needs as the program evolvesEstablishing a monthly/quarterly cadence for extracting Refinitiv Academy data and providing standardized regional and global reportingEnsuring data is accurate through data integrity checks and validating with CSM leaders and operations directors

2. Deliver new, data-based insights to the Refinitiv Academy team to help drive the strategy of the program. This includes:

Reviewing the data and independently identifying trends and patterns, such as a certain type of class resonating with a certain type of customer.Delivering these new data insights discovered to the Refinitiv Academy team in a summarized and clear manner

3. Assist the Refinitiv Academy team with Lead Generation activities. This includes:

Joining the project team involved with generating leads from customer interest in Refinitiv Academy classes (e.g. if a noncustomer of LSEG/Refinitiv joins a class this could be a lead that sales could close)Helping to deliver the lead generation program by providing data insights and trends as required

4. Partner with Tableau dashboard owners across LSEG/Refinitiv to maintain consistency in CSM dashboards and ensure dashboard

enhancements are delivered. Work with CSM Ops directors on dashboard enhancement requirements, communicate those

requirements to stakeholders effectively, and track enhancements to ensure they’re delivered by the respective teams

Skills and Competencies:

Highly motivated and proactive, strong initiative and resourcefulStrong communication skills (both written and verbal) and interpersonal skillsComfort with large volumes of data and ability to manage data complexityKnowledge of Salesforce and Tableau preferred; advanced Excel skills a mustProcess improvement mindset with a keen focus on simplificationAbility to structure and self-manage own work for multiple projects, constantly re-assessing priorities to meet deadlines