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For Companies At a Glance
- Tasks: Engage with clients to enhance their experience and drive product adoption.
- Company: Join S&P Global, a leader in market intelligence and an inclusive employer.
- Benefits: Enjoy flexible downtime, health coverage, and continuous learning opportunities.
- Why this job: Grow your skills in a dynamic team while making a real impact on client success.
- Qualifications: Bachelor's degree and 1-3 years in client-facing roles preferred.
- Other info: Be part of a diverse workplace that values integrity and innovation.
The predicted salary is between 28800 - 42000 £ per year.
This job is with S&P Global, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
About the Role:
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:
- 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.
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.
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.
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.
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.
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.
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.
Customer Success Manager, Europe employer: S&P Global
Contact Detail:
S&P Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, Europe
✨Tip Number 1
Familiarise yourself with S&P Global's products and services. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of S&P Global, especially those in customer success roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlighting your experience in driving product adoption and user engagement will resonate well with the hiring team.
✨Tip Number 4
Stay updated on industry trends and challenges that S&P Global's clients may face. Being knowledgeable about these topics will allow you to engage in meaningful conversations during interviews and showcase your proactive approach.
We think you need these skills to ace Customer Success Manager, Europe
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, account management, or consultative sales. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that align with the responsibilities outlined in the job description, such as driving product adoption or managing client relationships.
Showcase Your Skills: Emphasise your skills in communication, relationship management, and problem-solving. Provide examples of how you've successfully engaged clients or improved customer satisfaction in previous roles.
Research S&P Global: Familiarise yourself with S&P Global's products and services. Understanding their market position and recent developments will help you articulate how you can contribute to their goals during the application process.
How to prepare for a job interview at S&P Global
✨Understand the Customer Journey
Familiarise yourself with the customer journey and touchpoints that lead to long-term engagement. Be prepared to discuss how you would drive adoption and retention, and share examples from your past experiences.
✨Showcase Your Communication Skills
As a Customer Success Manager, you'll need exceptional listening and communication skills. Practice articulating complex information clearly and concisely, and be ready to demonstrate how you've maintained strong relationships with clients in previous roles.
✨Demonstrate Proactivity
Highlight your proactive approach to client management. Discuss specific initiatives you've taken in the past to improve service or increase product usage, and how these efforts contributed to client satisfaction and retention.
✨Know the Products Inside Out
Make sure you have a solid understanding of S&P Global's products and services. Be prepared to discuss how you would educate clients about these offerings and suggest ways to help them address their business needs using the company's solutions.
