Customer Success Manager
| Company | S&P Global |
|---|---|
| Location | Boston, MA, USA, New York, NY, USA |
| Salary | $59212 – $80000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree required (Finance, Economics or related field preferred)
- Strong MS office (Word, Excel, PowerPoint) skills are required
- 2-5 years 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
- 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 orientated, 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
Responsibilities
- 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 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, 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 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, eg. CRM and Cadence systems
Preferred Qualifications
- 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