Customer Success Manager
S&P GlobalJob Description
About the Role:
Grade Level (for internal use): 10Customer Success Manager
The Team:
You will be part of the EMEA Customer Excellence team at S&P Global Energy. Part of the wider Customer Experience team at S&P Global Energy, the team focuses on value, trust and delight: ensuring a smooth onboarding, education and enablement of our customers with our solutions. Through proactive and reactive customer engagement the team develops trust and relationship with clients focusing on their needs and goals.
Responsibilities and Impact:
- Engage proactively with customers to understand their needs and ensure they derive maximum value from our solutions.
- Successfully and promptly onboard customers and conduct remote and in-person training sessions to educate customers on our products and services as well as personalising the sessions based on customer needs and workflows.
- Develop and maintain strong relationships with key stakeholders within customer organizations to drive product adoption and satisfaction.
- Monitor customer usage data to identify opportunities for further engagement and value creation.
- Serve as a trusted advisor, providing insights and recommendations to enhance customer experience and success.
- Be the voice of the customer to continue improving their experience.
- Cross functional collaboration: Innovate and partner across different functions to create seamless elevated customer experience.
- Proactive Support: Anticipate customer challenges and address them before they escalate.
- Continual Learning: Stay updated on select industry/market/regional trends and product developments to enrich customer engagements.
- Promptly and accurately capturing customer engagement activities in Salesforce.
What We’re Looking For:
Basic Required Qualifications:
- Bachelor's degree in business-related discipline is preferred.
- 3+ years of experience in customer success, account management, or a similar role.
- Proficiency in Gainsight, Salesforce or similar is an advantage.
- Industry knowledge (energy, commodities, finance) is an advantage.
- Strong communication skills, both written and verbal.
- Proven ability to manage multiple accounts and projects simultaneously.
- Ability to travel to meet clients.
About S&P Global Energy
At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.
S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy.
What’s In It For You?
Our Mission: Advancing Essential Intelligence.
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.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in.
We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.
Our Values: Integrity, Discovery, Partnership
Throughout our history, the world's leading organizations have relied on us for t...
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