Customer Success Associate (Mandarin)

S&P Global Market Intelligence

The Role: Customer Success Associate

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.

Responsibilities:

• Developing and executing proactive, creative, and ongoing contact initiatives in partnership with the marketing and relevant account team(s).
• Drives continuous service improvement with the focus on product adoption and usage growth.
• Evolves 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 and gather client feedback to support product enhancements.
• 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:

Basic Qualifications:

• Bachelor's degree required (Finance, Economics, or related field preferred).
• Strong MS office (Word, Excel, PowerPoint) skills are required
• Strong proficiency in Mandarin and English

Preferred Qualifications:

• 1-3 years of 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.

Grade/Level (relevant for internal applicants only): 8

The Location: Makati.

About Company Statement:

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.

S&P Global is an equal opportunity employer committed to making all employment decisions on the basis of merit, capability and equality of opportunity, and without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local law, or any other characteristic that has no bearing on a person’s ability to perform his or her job.

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: and your request will be forwarded to the appropriate person.

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