About Company Statement:
S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.
S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work.
The Role: C&RS Customer Success Manager
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 will develop and execute data-driven approaches to deliver a world-class customer experience.
The C&RS Customer Success Management team will directly support our Credit & Risk Solutions (C&RS) clients and organization. This team will become experts in the credit and risk spaces. They will have a strong understanding of the different credit and risk personas and workflows and be able to have credible diagnostic conversations with clients or prospects. The S&P Global Market Intelligence C&RS business unit powers credit and risk management workflows by bringing 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 will reach across all account types and client segments with a focus on our top accounts.
What’s in it for you:
This role provides you the opportunity to:
Join one of the most fast-growing teams within S&P Global’ s Market Intelligence division
Develop yourself as a Credit expert in the industry
Collaborate with other sales teams across S&P Global Market Intelligence
As the C&RS business grows, there will be opportunities for career development within C&RS Customer Success or the wider C&RS organization
The Impact: The C&RS CSM team’s interactions with the client will 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 will educate and spread awareness within our client base about S&P Global Market Intelligence’s credit and risk capabilities. These efforts are a critical factor in revenue retention and growth.
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 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.)
What We’re Looking For:
Preferred Qualifications:
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
Flexible Working
We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.
Return to Work
Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.
Grade/Level ( relevant for internal applicants only ): 9
The Location: Toronto, Canada
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: [email protected] 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.
20 – Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 – Middle Professional Tier I (EEO Job Group)
Job ID: 291906
Posted On: 2023-10-09
Location: Toronto, Ontario, Canada
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