C&rs Customer Success Manager

**About the Role**:
**Grade Level (for internal use)**: 09
**Responsibilities and Impact**:
The C&RS CSM 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.
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.)

**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

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.
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.
**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.