Customer Success Manager
eFinancialCareers
Customer Success Manager
22 April by eFinancialCareers
About the Role:
Grade Level (for internal use):
09
Customer Success Manager, Europe
The Team:
It's a dynamic global team, where the work changes daily. "You are responsible for a successful customer journey and touch points that create long term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. "This team will develop and execute data driven processes to deliver world class customer experience. "Your role may focus on migration, onboarding or global strategic accounts.
The Impact: "
Your interactions with the client will reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Market Intelligence. "Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence's capabilities. "These efforts are a key factor in revenue retention and growth.
What's in it for you:
We are looking for someone to grow with the company by not only evolving your client relationship skills, but also your industry knowledge and product knowledge to help clients get the most value from market leading analytical solutions and data services. You may evolve your career within the Customer Success Team by growing within your role or shifting your focus within the team towards a more product-focused role. "You will also develop skills which will prepare you for relationship management, sales or product specialist roles. "
Responsibilities:
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. 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.
For more information, visit marketintelligence .
What's In It For You?
Our Purpose:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
Our People:
We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have r
Grade Level (for internal use):
09
Customer Success Manager, Europe
The Team:
It's a dynamic global team, where the work changes daily. "You are responsible for a successful customer journey and touch points that create long term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. "This team will develop and execute data driven processes to deliver world class customer experience. "Your role may focus on migration, onboarding or global strategic accounts.
The Impact: "
Your interactions with the client will reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Market Intelligence. "Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence's capabilities. "These efforts are a key factor in revenue retention and growth.
What's in it for you:
We are looking for someone to grow with the company by not only evolving your client relationship skills, but also your industry knowledge and product knowledge to help clients get the most value from market leading analytical solutions and data services. You may evolve your career within the Customer Success Team by growing within your role or shifting your focus within the team towards a more product-focused role. "You will also develop skills which will prepare you for relationship management, sales or product specialist roles. "
Responsibilities:
- Develop and execute proactive, creative, and ongoing contact initiatives in partnership with M arketing , Product, and account team(s)
- Drive continuous service improvement with ultimate goal/focus of product adoption and usage growth
- Evolve the profiles on accounts including all affiliations, geographic presence, and business interests through Sales Force
- Educate and spread awareness within the client-base about our capabilities to increase usage, leveraging the knowledge of product specialists Increase adoption/usage by focusing on distinct users to increase usage and overall increase in number of users
- Provide platform, product functionality and new release training (on-site or virtually) specific to a user job function, liaise with product management team to master new product enhancements and relay client feedback on an ongoing basis
- In partnership with our usage analytics team, monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities
- Ongoing learning, and deepening that knowledge, of the suite of products and services offered and ongoing enhancements and new offerings and how they relate to customers
- Understand customer business and market trends and suggest ways to help clients address them through education on the product and/or connecting them with the right people internally to address those needs"
- Ensure enhancement requests from clients are routed to product stakeholders
- Leverage internal sales tools to optimize client engagement, eg. CRM and Cadence systems
- Positive, proactive attitude and ability to work well in teams
- Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
- Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
- Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
- Experience in a consultative sale s or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations
- Bachelor's degree required (Finance, Economics or related field preferred)
- Strong MS office (Word, Excel, PowerPoint) skills are required
- 1-3 years work experience (2 years of experience in financial services industry and/or in a sales/account management role preferred
- Any knowledge of CRM systems (such as Salesforce.com, SalesLoft) or research platforms would be advantageous
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. 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.
For more information, visit marketintelligence .
What's In It For You?
Our Purpose:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
Our People:
We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have r
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Reference: 54696245