Customer Success Manager, Europe
Grade Level (for internal use): 09
About the Role
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.
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
What We’re Looking For
* 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
Basic Qualifications
* 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
Equal Opportunity Employer
S&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.
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