Customer Success Manager

About the Role:

Grade Level (for internal use):

10

Customer Success Manager

The Role:

S&P Global Energy is seeking a Customer Success Manager to cover an assigned book of business across North America. The Customer Success Manager is responsible for partnering with Sales and Client Development Managers to provide the best possible customer experience to support new customer business, existing customer retention, and existing customer growth through on-site support, training, and integration of S&P Global Energy services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator.

This position is responsible for both remote and on-site support and training of S&P Global Energy products, ensuring customers derive optimal value from the real-time services they subscribe to. Through enhancing the customer experience, this role plays a key part in retention and lead generation. This position is also responsible for serving as a knowledgeable resource.

The Impact:

S&P Global Energy, a division of S&P Global, is a leading global provider of energy and metals information. With nearly a century of business experience, S&P Global Energy serves customers across more than 150 countries. From offices worldwide, we serve the oil, natural gas, electricity, nuclear power, coal, petrochemical, agriculture, and metals markets. S&P Global Energy real-time news, pricing, analytical services, and conferences help markets operate with transparency and efficiency. Traders, risk managers, analysts, and industry leaders depend upon S&P Global Energy to help them make better trading and investment decisions.

Responsibilities:

• Support Customers and Sales in post-sale activities to enhance the customer experience. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation & Implementation / Problem-Solving / Ongoing support as these activities relate to the use of all related products.

• Act as the leader and primary liaison between business unit and Customer base with issues relating to product & technology in the areas of:
  (1) Hardware / Software Configuration
  (2) Product Installation
  (3) Data Definition, Mapping & Integration

• Proactively/reactively provide Customer training via on-site visits, Teams, phone, or email to incorporate S&P Global Energy services into their workflow and drive customer satisfaction and retention.

• Action top-tier escalations for all supported products and services. Provide follow-up as appropriate.

• Monitor, collect, and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference.

• Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered.

• Assist in creating and maintaining a proactive and positive environment with Customer Care, Sales, Marketing, and other departments that impact Customers.

• Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training, and customer support.

• Regularly attend Management, Sales, and Editorial meetings to present core information, keep communication channels open between departments, and stay informed of all changes regarding clients and markets.

• Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues.

• Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit.

• Collect, report, and act on Voice of the Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback.

• Act as Subject-Matter-Expert in agreed-upon area within Customer Success Manager’s team and Sales in one of the four areas but not limited to:
  (1) Management
  (2) Customer Needs
  (3) Technology
  (4) Training

• Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams.

What We’re Looking For:

Basic Qualifications:

• Bachelor’s Degree from accredited college or university

Preferred Qualifications:

• Previous face-to-face and virtual training experience working with people of all levels essential

• Proven ability to train people at all levels

• Proven ability to work alone as well as in a team and work to tight deadlines

• Flexibility for traveling to customer sites for this position (approx. 40% dependent on territory)

• Proactively understand customers' needs and absorb critical information that could result in additional revenue or potential down-sizing

• Possess technical knowledge to support and train S&P Global Energy services to both internal and external Customers

• Ability to influence individuals at all levels, give opinions and justifications

• Use organizational/time management skills to prioritize workload, schedule trips, and training sessions

• Ability to analyze processes and procedures, identify and present necessary changes, and involve and gain the commitment from all associates and other business units as part of any change process

• Have a flexible approach to cover colleagues’ work when needed

• Possess exceptional listening, written, and oral communication skills to facilitate communication and interaction with all staff levels and customers

• Customer Service experience, complex problem-solving experience to assist clients

• Ability to manage their own time and work under pressure and with short lead times

• Experience with CRM systems for recording transactions and reporting metrics

• Proficiency in Microsoft Office packages

• Computer literate with the ability to learn customer service software applications and ability to set up internet connections/wireless internet connections

• Knowledge of energy/commodity/financial markets is preferred

Compensation/Benefits Information (US Applicants Only):

S&P Global states that the anticipated base salary range for this position is $80,000 to $85,000. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for an annual incentive plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.

Right to Work Requirements:

This role is limited to persons with indefinite right to work in the United States.

About S&P Global Energy
At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.

S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

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.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

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.

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.

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

Global Hiring and Opportunity at S&P Global:

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

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)