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Customer Success Manager, Europe

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S&P Global

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • London

AI generated summary

  • You need a proactive attitude, strong client relationship skills, 1-3 years in a client-facing role, a relevant degree, and proficiency in MS Office; CRM knowledge is a plus.
  • You will drive client engagement, enhance product usage, educate users, monitor analytics, develop account profiles, and collaborate with teams to support client needs and identify upsell opportunities.

Requirements

  • 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
  • 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

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

FAQs

What is the primary responsibility of the Customer Success Manager in Europe?

The primary responsibility is to ensure a successful customer journey, driving adoption, retention, and user growth while supporting strategic objectives on the account level.

What skills are essential for this position?

Essential skills include exceptional listening and communication skills, the ability to articulate complex information clearly, strong relationship management, and the capability to organize and prioritize tasks in a fast-paced environment.

What are the basic qualifications for the Customer Success Manager role?

The basic qualifications include a Bachelor's degree (preferably in Finance, Economics, or a related field), strong MS Office skills, 1-3 years of relevant work experience, and knowledge of CRM systems.

Is prior experience in the financial services industry preferred?

Yes, having 2 years of experience in the financial services industry and/or in a sales/account management role is preferred.

What opportunities for career growth does this role provide?

The role offers opportunities to evolve client relationship skills, deepen industry and product knowledge, and possibly transition into roles in relationship management, sales, or as a product specialist.

How does this position contribute to client satisfaction and retention?

This position contributes by delivering a positive overall client experience, educating clients about the capabilities of S&P Global Market Intelligence, and driving increased usage, all of which are key factors in revenue retention and growth.

What kind of training will be provided to the Customer Success Manager?

The Customer Success Manager will receive training on platform and product functionality, new releases, and will be involved in ongoing learning to deepen their knowledge of the suite of products and services offered.

Are there specific tools or systems that the Customer Success Manager will use?

Yes, the Customer Success Manager will utilize internal sales tools, such as CRM and Cadence systems, to optimize client engagement.

Does S&P Global Market Intelligence offer benefits for employees?

Yes, benefits include health and wellness coverage, flexible downtime, continuous learning opportunities, financial investment programs, and family-friendly perks.

What is the company's commitment to inclusive hiring practices?

S&P Global is committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills and contributions, emphasizing fairness, transparency, and equal opportunity in their hiring practices.

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S&P Global

Finance
Industry
10,001+
Employees

Mission & Purpose

S&P Global (NYSE: SPGI) provides essential intelligence. We enable governments, businesses and individuals with the right data, expertise and connected technology so that they can make decisions with conviction. From helping our customers assess new investments to guiding them through sustainability and energy transition across supply chains, we unlock new opportunities, solve challenges and accelerate progress for the world. We are widely sought after by many of the world’s leading organizations to provide credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help the world’s leading organizations plan for tomorrow, today. For more information, visit www.spglobal.com. Our divisions include: – 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. – S&P Global Ratings offers critical insights for credit, risk and sustainable finance solutions that are essential to translating complexity into clarity, so market participants can uncover opportunities. – S&P Global Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets. – S&P Global Mobility turns invaluable insights captured from automotive data to help our clients understand today’s market, reach more customers, and shape the future of automotive mobility. – S&P Dow Jones Indices provides iconic and innovative index solutions, bringing transparency to global capital markets. – S&P Global Engineering Solutions solves for tomorrow’s challenges today by transforming workflows and end-user experiences with data, insights and technology.