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Customer Success Manager
3 meses atrás
About the Role:
Grade Level (for internal use): 08
About the Role:
Customer Success Manager
The Team:
A dynamic global team, focused on large global accounts.
You are responsible for delivering a successful customer journey and touch points that create long term client engagement, driving product 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.Responsibilities and Impact:
You will be a key member of the Customer Success Team, responsible for creating, executing, and continuously improving the customer experience.
You will work directly with the team to help our clients achieve their business needs.In this role you will partner with key senior stakeholders across Commercial and Product organizations to establish and refine best practices.
Lead client engagement initiatives, driving product adoption, retention.Build strategic plans for product adoption on the account level within your Book of Business, and lead the initiatives with various internal stakeholders to achieve your objectives
Build and maintain strong relationships with clients at all levels, and become their partner - i.e., end-users, business heads, senior managers, etc.
Proactively assess and address user needs in order to drive the best possible client experienceCreate awareness in the user base of existing and new offerings and advise the best solutions, so that it is relevant and effective to users
Identify referral opportunities for S&P Global Market Intelligence and cross-divisional services as part of client outreach
Raise product/service enhancement queries, provide client feedback on core products. Keep team informed of competitive landscape and process changes
Drive adoption of tools that support and enable Customer Success Managers to be more effective (i.e., SalesLoft, etc.)
Inspire proactive activity and foster a positive and collaborative culture across Customer Success team as well as all stakeholder teams
What We're Looking For:
Basic Qualifications**:
Fluent Portuguese oral and written
Bachelor's degree required (Finance, Economics or related field preferred)
Strong MS Office (Word, Excel, PowerPoint) skills are required
Bilingual English command written and oral
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 the ability to organize, multi-task and prioritize in a fast-paced environmentIdeally experienced in a consultative sale or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations
Preferred Qualifications:
1-3 years of work experience (2 years of experience in the financial services industry and/or in a sales/account management role preferred)
Additional European languages will be a plus (French, German, Italian)
About S&P Global Market Intelligence
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.
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.
Our Values:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets.
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.
We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you, so you can take care of busines
