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For Companies At a Glance
- Tasks: Engage with clients to enhance their experience and drive product adoption.
- Company: Join a leading global firm dedicated to delivering essential intelligence.
- Benefits: Enjoy health coverage, flexible time off, and continuous learning opportunities.
- Why this job: Make a real impact by helping clients succeed and grow their businesses.
- Qualifications: 3+ years in customer success or client services, with strong communication skills.
- Other info: Be part of a diverse team committed to innovation and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
About the Role:
The Team: Customer Success Management is a dynamic global team 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 supports the Risk & Valuation Services (R&VS) and Desktop & Research (D&R) clients and organizations. They act as experts in the credit, risk and data spaces, with a strong understanding of different personas and workflows, enabling credible diagnostic conversations with clients or prospects.
The Impact: The CSM team's interactions with clients reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Global Market Intelligence. By 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 critical for revenue retention and growth.
Responsibilities:
- Drive Customer Success Outcomes: Engage with clients to provide the account management team with insights to increase renewal rates and reduce churn.
- Influence future lifetime value by driving higher product adoption, customer satisfaction, and overall health scores.
- Drive new business growth through greater advocacy and reference-ability, identifying referral opportunities for S&P Global Market Intelligence and cross-divisional services.
- Define and Optimize Customer Lifecycle: Map customer journey and identify opportunities for continuous improvement.
- Learn from best practices in the industry and deepen credit knowledge of the suite of products and services offered.
- Collaborate with Account Management, Sales, Product, and Support teams to manage large, coordinated efforts around Ratings Direct users.
- Drive adoption of tools that support and enable Customer Success Managers to be more effective.
Required Experience/Skills:
- 3+ years relevant experience in customer-facing organisations with a deep knowledge 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 and a highly collaborative personality.
- 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, we understand the importance of accurate, deep and insightful information. Our team delivers unrivalled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
Benefits:
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energised.
- Continuous Learning: Access to resources to grow your career and learn valuable new skills.
- Invest in Your Future: Competitive pay, retirement planning, and financial wellness programs.
- Family Friendly Perks: Best-in-class benefits for families.
- Beyond the Basics: Retail discounts and referral incentive awards.
Equal Opportunity Employer: S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to any status protected by law.
Senior Customer Success Manager in London employer: S&P Global
Contact Detail:
S&P Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at S&P Global. A friendly chat can open doors and give you insider info about the company culture and what they’re really looking for.
✨Tip Number 2
Prepare for the interview by diving deep into S&P Global’s products and services. Show us you know your stuff about Customer Success Management and how it ties into driving client satisfaction and retention. We love candidates who come prepared!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in previous roles. We want to hear about your wins and how you’ve tackled challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in our minds as we make our decisions.
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your relevant experience in customer success, sales, or client services, and show how your skills align with our mission at S&P Global Market Intelligence.
Showcase Your Expertise: Don’t hold back on demonstrating your knowledge in credit and risk management. We want to see how your background can contribute to driving customer success outcomes and enhancing client relationships.
Be Authentic: Let your personality shine through in your application. We value integrity and partnership, so share your passion for customer success and how you’ve made a difference in previous roles.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official website. This way, we can easily track your application and get back to you as soon as possible!
How to prepare for a job interview at S&P Global
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like renewal rates and customer satisfaction scores. Be ready to discuss how you've influenced these metrics in your previous roles, as this will show your understanding of the impact of customer success on business growth.
✨Demonstrate Your Credit Expertise
Since the role requires a deep understanding of credit and financial services, prepare to share specific examples of how you've applied your credit knowledge in past positions. This could include discussing successful strategies you've implemented or challenges you've overcome in the credit space.
✨Showcase Your Collaborative Spirit
The job emphasises strong stakeholder management and collaboration. Think of instances where you've worked cross-functionally with teams like Sales or Product. Highlight how you built relationships and drove initiatives that benefited both clients and the organisation.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and customer empathy. Practice articulating your thought process in handling difficult client situations or driving product adoption. This will demonstrate your analytical mindset and ability to enhance the customer journey.
