Customer Success Manager

S&P Global Corporate

The Role: Customer Success Manager

The Team:

We are a highly motivated, fast-growing team with a customer first mindset to resolve our employees’ issues by collaborating with our stakeholders, service tower owners and Digital Technology services teams.  We are in search of a highly motivated Business Relationship / Customer success Manager.  A Business Relationship / Customer Success Manager is ready to take their career to the next level in a fast-growing company.

• Do you love managing relationships with internal / external customers of Digital Infrastructure?

• Do you like working on state of the art of technologies?

We are the premier financial information service provider of data feed products to the global investment industry. We are a Global corporation, and we continue to expand our coverage - not only in the US, but also in Europe and Asia as well. it is important to complement our elite services with a special organization of people.

The Impact:

As a key member of our customer success team, you will help craft the Digital Workplace customer success strategies, building strong relationships with internal customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital client experience and a demonstrated record of analyzing and optimizing campaigns and comprehensive knowledge of agile scrum methodologies.

What’s in it for you:

• Play a significant role in managing the business relationships between internal S&P Global customers and Digital Technology Services teams globally

• Liaising between Business divisions, Digital Technology services and Service providers for delivering best in class digital experience to S&P Global employees globally.

Responsibilities:

• Collaborate with Business unit IT and peer groups in Digital Technology services teams and deliver best in class Digital experience to end users of S&P Global

• Adapts to change, open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs of the business.

• Builds customer confidence, committed to increasing customer satisfaction (Net Promoter Scores), sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers

• Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, stays focused on positive outcome.

• Manage agile processes for technology teams by being a direct conduit into scrum teams with business priorities.

• Direct conduit into scrum teams with business priorities

• Provide regular status reports (CSAT / SLA’s / issues / gaps / new projects / improvements) to the internal stakeholders in S&P Global.

• Maintain open lines of communication with all stakeholders.

• Conduct regular Business relationship meetings with internal stakeholders to understand and address the issues/new projects. Consult with business unit teams and review IT infrastructure related issues / challenges for end users.

• Govern the outsourcing partner(s) and keep them accountable for delivering services as per the agreed SLA’s. Provide leadership, motivate, use checkpoints and data to track progress, set up processes to measure results.

• Communicate to internal customers about the issues in a timely manner and provide regular updates until the issue(s) is(are) resolved.

• Develop a process to minimize the impact to business for repeated issues.

• Guide internal / outsourcing partner to follow a standard change control process for change implementation with minimum to No customer impact.

• Provide monthly  SLA / CSAT reports to executive leadership in Digital Technology Services / Technology Strategy and Governance.

• Should be able to articulate issues and solutions in a complex environment to the C’ Level Executives

What We’re Looking For:

• Bachelor’s Degree in Information Technology (Computer Science or related field) or Business Administration is required

• Master’s Degree in Business Administration is Preferred

• 8- 10 years related experience in Digital Services and Customer Success Management

• 3 years of management experience

• Professional certifications (related to Technology) are a plus (AWS, Azure, Microsoft product certifications)

• SCM and/or CSPO certification preferred

• ITIL certification is a plus

• PMP certification is preferred

• previous experience in financial industry is a Huge plus

• Comprehensive knowledge of IT infrastructure (End User computing, Workplace Services, Collaboration services (MS teams, Sharepoint online, One Drive and Box), Cloud (AWS, Azure, Citrix) Servers, Storage, networking and IT Security)

• Comprehensive knowledge of customer success management practices

• Working knowledge of reporting tools (PowerBI / Tableau)

• Working knowledge of scrum methodologies and Agile / SAFe practices

• Knowledgeable in Project management process and ITIL methodologies

• Tech Savvy individual who will be able to participate in Technical meetings and understand the solution and explain about projects to Business stakeholders

• Ability to learn and adapt to new technologies in digital work place space.

• Ability to build, maintain and extend relationships with internal and external stakeholders

• Ability to manage outsourcing partners efficiently with accountability to deliver on the committed promises.

• Ability to communicate effectively to peers, internal and external stakeholders.

• Experience working in large team environments

• Understanding of financials and dealing with regional IT infra budgets

• Previous experience in negotiating and managing stakeholders and vendors

Return to Work:

Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

Grade/Level: 11A

The Location: Hyderabad, Gurgaon, Ahmedabad, Global locations of S&P.

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 Engineering Solutions solves for tomorrow’s challenges today by transforming workflows and end-user experiences with data, insights and technology.