Customer Success Manager, Europe

Overview

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 Global 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 Salesforce
• 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 the development 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

• 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-oriented, 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;
  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…