Customer Success Manager EMEA (French/English speaker)

Grade Level (for internal use): 09

Role title: Customer Success Manager EMEA, Global Intelligence & Analytics

The Impact:

Customer Success Managers serve as subject matter experts for our powerful, complex solutions, as well as their relevant applications in the marketplace. We support specific personas within various industry segments such as corporates, transportation/logistics firms, financial institutions, governments, military and law enforcement agencies, academia and others. You will partner with the commercial sales organization to help support new and existing business by showcasing our solutions within the context of defined business objectives and support the delivery and training of these solutions to end users to help optimize the impact of the investment.

What's in it for you:

You may be a great fit for our next Customer Success Manager if the following career benefits appeal to you:

• Client-facing impact: You enjoy working directly with decision makers and end users to help them interpret and apply the intelligence gained from our powerful solutions to make more informed business decisions.

• Empowerment: You like thinking critically about the unique needs at hand and working independently and collaboratively to come up with creative approaches to solve a given pain point or obstacle.

• Commercial success: You take personal satisfaction in the success of supporting business wins without the pressure of a direct quota/commission structure.

• Entrepreneurial, innovative culture: You like the challenge of working in an environment that is ever evolving: enhancing our solutions, refining our processes, adapting our strategy.

• Career growth: Our most successful Customer Success Managers master data analysis, public speaking and presentation development, interpersonal skills including objection handling, probing questions and the ability to simplify complex concepts. We learn from each other on the job and progress into the role over time through immersion in our company culture and business activities. Alumni have progressed into product management, sales, project management, consulting and others.

Responsibilities:

Our next successful Customer Success Manager will take personal ownership of responsibilities like these:

• Understanding Client Needs: Develop a comprehensive understanding of prospects' and customers' workflows and needs to maximize the benefits of S&P Global solutions.

• Demonstrations and Training: Provide tailored demonstrations and training sessions to showcase GIA solutions' value proposition, driving business development, customer usage and product awareness to optimize customers' workflow.

• Advanced Support: Manage escalated customer inquiries and act as point of contact for complex issues that require in-depth knowledge of our products and services. Ensure timely resolution of customer issues while maintaining high satisfaction levels.

• Data and Dataset Expert: Gain comprehensive knowledge of our data offerings, including sources, methodologies, and applications. Serve as a go-to resource for team members and clients regarding data-related inquiries and best practices.

• Creation of Customized Dashboards: Collaborate with clients to understand their specific needs and objectives for dashboard functionalities. Design and develop interactive, user-friendly dashboards that provide actionable insights and meet regional requirements and preferences.

• Data Feed Support: Assist clients in setting up data feeds and troubleshooting related issues, ensuring seamless integration with their systems.

• Cross-Functional Collaboration: Collaborate with cross-functional teams to manage client and prospect requests, channel feedback, and improve products and processes to better meet customer requirements. Proactively work with the Sales team to help develop client engagement initiatives and increase client retention.

What We're Looking For:

• Required Languages: Native/fluency in verbal and written French and English is a must. Additional language skills such as Spanish are a plus.

• Academic background: Bachelor's degree or higher in business administration, economics, international trade or finance from an accredited university or comparable curriculum/work experience.

• Preferred Professional Experience: Although not required, prior professional experiences in similar positions are highly preferred.

• Communication: Strong communication and presentation skills, both verbal and written, with the ability to document and discuss potentially complex technical concepts to a diverse audience both online and in person.

• Troubleshooting skills: Strong troubleshooting/problem-solving skills. Numerate, meticulous with strong business analysis skills.

• Interpersonal skills: Excellent interpersonal skills and phone presence; able to work with others professionally under varying pressure and time constraints.

• Self-starter: Ability to work independently while collaborating within a team; strong personal initiative and ability to prioritize and multi-task.

• Self-learner: Ability to quickly learn new products/interfaces/processes through manager/peer guidance and self-learning.

• Results oriented: Ability to deliver specific business outcomes within a defined deadline to specifications.

• Required Occasional Business Travel: Some opportunities may require occasional domestic and/or regional international travel.

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global, we provide accurate, deep insights and data-driven technology solutions to help customers make informed decisions.

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 submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please email .

US Candidates Only: The EEO is the Law poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision link available on request.