About the Role:

Grade Level (for internal use):

The Team: The C&RS Customer Success Management team will directly support our Credit & Risk Solutions (C&RS) clients and organization. This team will become experts in the credit and risk spaces. They will have a strong understanding of the different credit and risk personas and workflows and be able to have credible diagnostic conversations with clients or prospects. The S&P Global Market Intelligence C&RS business unit powers credit and risk management workflows by bringing together cutting-edge analytics, differentiated data, technology, and workflow solutions to help our clients stay ahead of the competition, pinpoint risk exposures, and spot the right opportunities in an unpredictable market environment. The team will reach across all account types and client segments with a focus on our top accounts.  

The Impact: The C&RS CSM team's interactions with the client will reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Global Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this team will educate and spread awareness within our client base about S&P Global Market Intelligence's credit and risk capabilities. These efforts are a critical factor in revenue retention and growth. 

Responsibilities and Impact:
Drive Customer Success Outcomes within the C&RS Team
•    Through engaging with clients, provide the CR&S sales team with ammunition in order to increase renewal rates and reduce churn.
•    Influence future lifetime value through driving higher Ratings Direct and Credit Analytics product adoption, customer satisfaction and overall health scores.
•    Drive new business growth through greater advocacy and reference-ability – identify referral opportunities for S&P Global Market Intelligence and cross-divisional services. 
•    Define and Optimize Customer Lifecycle
•    Map customer journey
•    Identify opportunities for continuous improvement- raise product enhancement queries, and take ownership on communication of client feedback to product team. 
•    Learn from best practices in industry
•    Ongoing C&RS learning, deepening the credit knowledge of the suite of products and services offered, and ongoing enhancements and new offerings and how they relate to customers.
•    Training – focus on deep credit knowledge, with thorough understanding of credit research and the full Ratings Direct value proposition. 
•    Targeted engagement on new functionality – with a focus on new research/relative interesting themes. 
•    Migration – working with CMA team to implement training effort for migration of Ratings Direct on Capital IQ Pro at scale.
•    Collaborate with Sales, Product, and Support teams to project manage large, coordinated efforts around Ratings Direct users
•    Drive adoption of tools that support and enable Customer Success Managers to be more effective (i.e., SalesLoft, Calendly, CRM tools etc.)

Compensation/Benefits Information: (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $68,083 to $136,600. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

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, please click here.

What We're Looking For:

Basic Required Qualifications:
•    3+ years relevant experience in customer-facing organizations with a deep knowledge and understanding of Customer Success Management, Sales, Client Services. 
•    Credit expertise highly desired. 
•    Strong stakeholder management skills – Highly collaborative personality, with experience building strong cross-functional partnerships plus the ability to influence.
•    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

Right to Work Requirements:

This role is limited to persons wit