S&P Global Customer Success Manager in Boston, Massachusetts
S&P Global Market Intelligence
The Role: Customer Success Manager
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.
Develop and execute proactive, creative, and ongoing contact initiatives in partnership with Marketing, 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, e.g. 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 sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations.
Grade/Level ( relevant for internal applicants only ): 9
The Location: NYC, Boston, Chicago, Charlottesville, VA, Centennial, CO, San Francisco, CA, Toronto
Compensation/Benefits Information (This section is only applicable to US Candidates):
S&P Global states that the anticipated base salary range for this position is $70,000- $75,000. Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role.
In addition to base compensation, this role is eligible for an annual incentive plan.
This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here (https://spgbenefits.com/benefit-summaries/us) .
About Company Statement:
S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.
S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work.
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.
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)
Job ID: 277341
Posted On: 2022-09-23
Location: New York, New York, United States
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