The Role: Customer Success Associate/ Customer Success Manager

Grade: 7/8/9 (internal)

The Location: Pakistan

Additional Location: India, Philippines

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.

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 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 towards a more product-focused role. You will also develop skills which will prepare you for relationship management, sales or product specialist roles. 

Responsibilities:

  • Develop and execute proactive, creative, and ongoing contact initiatives in partnership with marketing and relevant account team(s)
  • Drives continuous service improvement with the goal/focus on product adoption and usage growth
  • Educate and spread awareness within the client base about our capabilities to increase overall product usage and the number of users leveraging, knowledge of product specialists, focusing on distinct users, and industry trends
  • Provide platform and product functionality and new release trainings (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
  • Support renewal proposals and potentially identify upsell opportunities
  • Commit to continuous learning of the products suite and services we offer, including ongoing enhancements, new offerings and how they relate to customers workflow
  • 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
  • Client-first mindset – 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
  • Excellent organizational skills with ability to organize, multitask and prioritize in a fast-paced environment
  • Ideally experienced in consultative sales or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations
  • Stakeholder management is pivotal and should be able to engage with customers, augment value, and create strategies to grow our customer base.
  • Social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively
  • Sustain business growth and profitability by maximizing value and improving onboarding processes

Basic Qualifications:

  • Bachelor's degree required (Finance, Economics or related field preferred)
  • Strong MS office (Word, Excel, PowerPoint) skills are required
  • 1-3 years work experience in client facing role

Preferred Qualifications:

  • 1-2 years of experience in financial services industry and/or in a sales/account management/project management role preferred
  • Any knowledge of CRM systems (such as Salesforce, SalesLoft) or research platforms would be advantageous

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About Company Statement:

S&P Global Market Intelligence

At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

S&P Global Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spglobal.com/marketintelligence.

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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:  and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster describes discrimination protections under federal law. 

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

Job Details

Total Positions:
1 Post
Job Type:
Job Location:
Gender:
No Preference
Apply Before:
Mar 25, 2023
Posting Date:
Feb 24, 2023

S&P Global Market Intelligence

Banking/Financial Services · 1001-1500 employees - Islamabad

At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.S&P Global Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence.

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