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Customer Success Manager
| Company | S&P Global |
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| Location | Colorado, USA |
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| Salary | $70817 – $136600 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- 3+ years relevant experience in customer-facing organizations with a deep knowledge and understanding of Customer Success Management, Sales, Client Services.
- Credit expertise highly desired.
- Strong stakeholder management skills – Highly collaborative personality, with experience building strong cross-functional partnerships plus the ability to influence.
- Strong empathy for customers and passion for revenue growth.
- Deep understanding of value drivers in recurring revenue business models.
- Analytical and process-oriented mindset.
- Demonstrated desire for continuous learning and improvement.
- Excellent communication and presentation skills.
Responsibilities
- Drive Customer Success Outcomes within the C&RS Team
- Through engaging with clients, provide the CR&S sales team with ammunition in order to increase renewal rates and reduce churn.
- Influence future lifetime value through driving higher Ratings Direct and Credit Analytics product adoption, customer satisfaction and overall health scores.
- Drive new business growth through greater advocacy and reference-ability – identify referral opportunities for S&P Global Market Intelligence and cross-divisional services.
- Define and Optimize Customer Lifecycle
- Map customer journey
- Identify opportunities for continuous improvement- raise product enhancement queries, and take ownership on communication of client feedback to product team.
- Learn from best practices in industry
- Ongoing C&RS learning, deepening the credit knowledge of the suite of products and services offered, and ongoing enhancements and new offerings and how they relate to customers.
- Training – focus on deep credit knowledge, with thorough understanding of credit research and the full Ratings Direct value proposition.
- Targeted engagement on new functionality – with a focus on new research/relative interesting themes.
- Migration – working with CMA team to implement training effort for migration of Ratings Direct on Capital IQ Pro at scale.
- Collaborate with Sales, Product, and Support teams to project manage large, coordinated efforts around Ratings Direct users
- Drive adoption of tools that support and enable Customer Success Managers to be more effective (i.e., SalesLoft, Calendly, CRM tools etc.)
Preferred Qualifications
No preferred qualifications provided.
