Senior Customer Success Manager presso Spgi

About the Role:

Grade Level (for internal use):

10

The Team: Customer Success Management is a dynamic global team where the work changes daily. The team is responsible for a successful customer journey and touchpoints that create long-term client engagement, driving adoption, retention, user/usage growth, and supporting strategic objectives at the account level. This team develops and executes data-driven approaches to deliver a world-class customer experience. 

The Customer Success Management team directly support the Risk & Valuation Services (R&VS) and Desktop & Research (D&R) clients and organizations. This team acts as experts in the credit, risk and data spaces. They have a strong understanding of the different personas and workflows and can have credible diagnostic conversations with clients or prospects. The S&P Global Market Intelligence business units bring together cutting-edge analytics, differentiated data, technology, and workflow solutions to help our clients stay ahead of the competition, pinpoint risk exposures, and spot the right opportunities in an unpredictable market environment. The team reaches across all account types and client segments with a focus on our top accounts.

The Impact: The CSM team's interactions with the client, reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Global Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this team educates and spreads awareness within our client base about S&P Global Market Intelligence's capabilities. These efforts are a critical factor in revenue retention and growth.

Responsibilities:
Drive Customer Success Outcomes:

• Through engaging with clients, provide the account management team with ammunition in order to increase renewal rates and reduce churn.

• Influence future lifetime value through driving higher S&P Capital IQ Pro, 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 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 R&VS and D&R value proposition.

• Targeted engagement on new functionality – with a focus on new research/relative interesting themes.

• Collaborate with Account Management, 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., Salesforce, Churnzero, Calendly, etc.)

R​equired Experience/Skills:

• 3+ years relevant experience in customer-facing organizations with a deep knowledge and understanding of Customer Success Management, Sales, Client Services.

• Credit expertise/ Financial background highly desired.

• Proficiency in additional European languages (French, German, Italian, Spanish)

• 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

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence.

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 the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to [email protected]. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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