About the Role:

Grade Level (for internal use):

09

The Role: Customer Success Manager

The Team

You will be part of S&P Global Customer Success Team, which supports clients of Global Intelligence & Analytics (GIA) online solutions. We are a global team, responsible for ensuring successful renewal rates for GIA clients. With our expertise and proactive approach, we drive greater business value for our client base.

The Impact

The role involves delivering excellent support to clients to ensure customer satisfaction and high client retention rates. Our clients come to us for best-in-class analysis of economic conditions, an understanding of risks to business success in the regions where they operate and supply chain insights. By making sure we deliver outstanding customized support, they will be best positioned for making informed decisions and achieving excellent results.

What’s in it for you

• Opportunity to work with world experts in the field
• Robust client base and broad product line including economics, risk, trade, industries, and supply chain
• Strong career opportunities and exposure to product, account management and sales teams
• Inclusive and diverse workplace

Responsibilities

• Deliver customized core curriculum by face-to-face training and by online media to drive customer usage and product awareness
• Understand customers’ workflows to help them derive maximum benefit from S&P Global services and provide support to help customers streamline their workflows
• Develop excellent product knowledge to effectively support clients
• Troubleshoot customers’ technical issues to determine the root cause of the problem and recommend a suitable solution
• Proactively work with the Sales team to help develop proactive client engagement initiatives and increase client retention rate
• Work cross-functionally with other teams to handle client requests, channel customers’ feedback, and enhance products and processes to address customer issues and better meet their requirements

What We’re Looking For:

• Language: Native Mandarin and native/fluency in verbal and written English is a must. Additional language skills such as Korean strongly preferable.
• Communication: Strong communication skills, both verbal and written, with the ability to document and discuss potentially complex technical concepts to a diverse audience
• Presentation: Excellent presentation skills to effectively engage both online and in person audience
• Troubleshooting skills: Strong troubleshooting/problem-solving skills are a must. The candidate will be highly numerate, meticulous and have strong business analysis skills. A good grasp of Microsoft Excel as well as data analysis tools is required.
• Interpersonal skills: Excellent interpersonal skills and phone presence; must be able to deal with others in a professional manner and work under varying degrees of pressure and time constraints
• Personal organization: Ability to stay highly organized in a high-volume, high-priority customer facing environment
• Self-starter: Ability to work independently while still interacting within an integrated team structure. Personal initiative and ability to prioritize and multi-task efficiently and effectively.
• Self-learner: Ability to quickly learn new products/interfaces/processes by both engaging your manager and peers and by indulging in self-learning activities
• Work experience: prior professional experience in the areas of economics, country risk, international trade, supply chain, commodities, customer care/support, project management and/or business development are highly preferred
• Academic background: Business administration, economics, international trade or finance degree holders or comparable curriculum/work experience are preferred
• Travel: Some opportunities may require occasional domestic and/or regional international business travel
• Personal interests: Keen interest in macroeconomic, country risk and supply chain topics will be very 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.

For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

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 world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

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. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

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. 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

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.

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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: EEO.Compliance@spglobal.com 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.

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