Customer Success Manager, Europe

About the Role:

Grade Level (for internal use): 09

Customer Success Manager, Europe

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. Your role may focus on migration, onboarding or global strategic accounts.

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

Responsibilities:

1. Develop and execute proactive, creative, and ongoing contact initiatives in partnership with Marketing, Product, and account team(s).
2. Drive continuous service improvement with ultimate goal/focus of product adoption and usage growth.
3. Evolve the profiles on accounts including all affiliations, geographic presence, and business interests through Sales Force.
4. Educate and spread awareness within the client-base about our capabilities to increase usage, leveraging the knowledge of product specialists.
5. Increase adoption/usage by focusing on distinct users to increase usage and overall increase in number of users.
6. 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.
7. 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.
8. 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.
9. 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.
10. Ensure enhancement requests from clients are routed to product stakeholders.
11. Leverage internal sales tools to optimize client engagement, eg. CRM and Cadence systems.

*What We're Looking For:*

• 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.

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 (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.

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.

What's In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

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.

Our Values:

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. 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.

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

Inclusive Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, 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.

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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf