Customer Success Manager
4 days ago
Job Summary: We are seeking a highly skilled Customer Success Manager to join our dynamic global team. As a key member of our organization, you will be responsible for delivering exceptional customer experiences, driving adoption and retention, and supporting strategic objectives on the account level.
Key Responsibilities:
- Develop and Execute Customer Success Strategies: Collaborate with cross-functional teams to develop and execute proactive, creative, and ongoing contact initiatives that drive customer engagement and adoption.
- Drive Continuous Service Improvement: Continuously monitor and improve customer satisfaction, product adoption, and usage growth through data-driven insights and customer feedback.
- Account Management: Develop and maintain strong relationships with senior members of client organizations, understanding their business needs and providing tailored solutions to drive customer success.
- Education and Awareness: Educate and spread awareness within the client base about our capabilities, products, and services to increase usage and adoption.
- Training and Support: Provide platform, product functionality, and new release training to customers, ensuring they get the most value from our solutions.
- Usage Analytics and Account Profiling: Monitor product usage and develop account profiles in partnership with our usage analytics team.
- Product Knowledge and Enhancements: Stay up-to-date with our suite of products and services, identifying opportunities for enhancement and suggesting improvements to drive customer success.
- Business Acumen: Understand customer business and market trends, providing insights and suggestions to help clients address their needs.
- Client Feedback and Enhancement Requests: Ensure client feedback and enhancement requests are routed to product stakeholders for timely resolution.
- Internal Sales Tools: Leverage internal sales tools, such as CRM and Cadence systems, to optimize client engagement and drive customer success.
Requirements:
- Positive Attitude and Teamwork: Demonstrate a positive, proactive attitude and ability to work well in teams.
- Exceptional Communication Skills: Possess exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner.
- Relationship Building: Proven record of maintaining strong relationships with senior members of client organizations.
- Goal-Oriented and Organized: Goal and action-oriented, with the ability to organize, multi-task, and prioritize in a fast-paced environment.
- Consultative Sales Experience: Ideally experienced in a consultative sales or client-facing role.
Qualifications:
- Bachelor's Degree: Bachelor's degree required (Finance, Economics, or related field preferred).
- MS Office Skills: Strong MS Office (Word, Excel, PowerPoint) skills are required.
Preferred Qualifications:
- Work Experience: 1-3 years of work experience (2 years of experience in financial services industry and/or in a sales/account management role preferred).
- CRM and Research Platforms: Any knowledge of CRM systems (such as SalesLoft) or research platforms would be advantageous.
About S&P Global, Inc.:
S&P Global, Inc. is a leading provider of financial information and analytics solutions. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
Benefits:
- Health and Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized for your time on.
- Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
- Invest in Your Future: Secure your financial future through competitive pay, retirement planning, and financial wellness programs.
- Family-Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too.
- Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
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