C&RS Customer Success Manager

24 Mar 2024

Vacancy expired!

C&RS Customer Success ManagerS&P Global Market IntelligenceLocation: GlobalThe Role: C&RS Customer Success ManagerThe Team: Customer Success Management is a dynamic global team where the work changes daily. The team is responsible for a successful customer journey and touchpoints that create long-term client engagement, driving adoption, retention, user/usage growth, and supporting strategic objectives at the account level. This team will develop and execute data-driven approaches to deliver a world-class customer experience.The C&RS Customer Success Management team will directly support our Credit & Risk Solutions (C&RS) clients and organization. This team will become experts in the credit and risk spaces. They will have a strong understanding of the different credit and risk personas and workflows and be able to have credible diagnostic conversations with clients or prospects. The S&P Global Market Intelligence C&RS business unit powers credit and risk management workflows by bringing together cutting-edge analytics, differentiated data, technology, and workflow solutions to help our clients stay ahead of the competition, pinpoint risk exposures, and spot the right opportunities in an unpredictable market environment. The team will reach across all account types and client segments with a focus on our top accounts.The Impact: The C&RS CSM team's interactions with the client will reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Global Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this team will educate and spread awareness within our client base about S&P Global Market Intelligence's credit and risk capabilities. These efforts are a critical factor in revenue retention and growth.Responsibilities:Drive Customer Success Outcomes within the C&RS Team Through engaging with clients, provide the CR&S sales team with ammunition in order to increase renewal rates and reduce churn. Influence future lifetime value through driving higher Ratings Direct product adoption, customer satisfaction and overall health scores. Drive new business growth through greater advocacy and reference-ability – identify referral opportunities for S&P Global Market Intelligence and cross-divisional services. Define and Optimize Customer Lifecycle Map customer journey Identify opportunities for continuous improvement- raise product enhancement queries, and take ownership on communication of client feedback to product team. Learn from best practices in industry Ongoing C&RS learning, deepening the credit knowledge of the suite of products and services offered, and ongoing enhancements and new offerings and how they relate to customers. Training – focus on deep credit knowledge, with thorough understanding of credit research and the full Ratings Direct value proposition. Targeted engagement on new functionality – with a focus on new research/relative interesting themes. Migration – working with CMA team to implement training effort for migration of Ratings Direct on Capital IQ Pro at scale. Collaborate with Sales, Product, and Support teams to project manage large, coordinated efforts around Ratings Direct users Drive adoption of tools that support and enable Customer Success Managers to be more effective (i.e., SalesLoft, Calendly, CRM tools etc.)Required Experience/Skills: 3+ years relevant experience in customer-facing organizations with a deep knowledge and understanding of Customer Success Management, Sales, Client Services. Credit expertise highly desired. Strong stakeholder management skills – Highly collaborative personality, with experience building strong cross-functional partnerships plus the ability to influence. Strong empathy for customers and passion for revenue growth Deep understanding of value drivers in recurring revenue business models Analytical and process-oriented mindset Demonstrated desire for continuous learning and improvement Excellent communication and presentation skillsEqual Opportunity EmployerS&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.If you need an accommodation during the application process due to a disability, please send an email to:  EEO.Compliance@spglobal.com  and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf  describes discrimination protections under federal law.20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)Posted On: 2023-03-24Location: New York, New York, United States

Full-time
  • ID: #49534984
  • State: New York New york city 00000 New york city USA
  • City: New york city
  • Salary: USD TBD TBD
  • Showed: 2023-03-24
  • Deadline: 2023-05-24
  • Category: Et cetera