Job Description
The Role: Customer Success Associate/ Customer Success Manager
Grade : 7/8/+ (internal)
The Location: Pakistan
Additional Location: India, Philippines
The Team: It’s a dynamic, global team where the work changes daily. You are responsible for a successful customer journey and touch points that create long-term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. This team will develop and execute data-driven processes to deliver world-class customer experience.
The Impact: Your interactions with the client will reaffirm and strengthen the organization’s relationship with existing accounts and their decision to work with S&P Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence’s capabilities These efforts are a key factor in revenue retention and growth.
What’s in it for you: We are looking for someone to grow with the company by not only evolving your client relationship skills but also your industry and product knowledge to help clients get the most value from market-leading analytical solutions and data services. You may evolve your career within the Customer Success Team by growing within your role or shifting your focus towards a more product-focused role. You will also develop skills which will prepare you for relationship management, sales or product specialist roles.
Responsibilities:
Develop and execute proactive, creative, and ongoing contact initiatives in partnership with marketing and relevant account team(s)
Drives continuous service improvement with the goal/focus on product adoption and usage growth
Educate and spread awareness within the client base about our capabilities to increase overall product usage and the number of users leveraging, knowledge of product specialists, focusing on distinct users, and industry trends
Provide platform and product functionality and new release trainings (on-site or virtually) specific to a user job function, and gather client feedback to support product enhancements
In partnership with our usage analytics team, monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests
Support renewal proposals and potentially identify upsell opportunities
Commit to continuous learning of the products suite and services we offer, including ongoing enhancements, new offerings and how they relate to customers workflow
Understand customer business and market trends and suggest ways to help clients address them through education on the product and/or connecting them with the right people internally to address those needs
Ensure enhancement requests from clients are routed to product stakeholders
Leverage internal sales tools to optimize client engagement, e.g., CRM and Cadence systems
What We’re Looking For:
Positive, proactive attitude and ability to work well in teams
Client-first mindset – exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
Excellent organizational skills with ability to organize, multitask and prioritize in a fast-paced environment
Ideally experienced in consultative sales or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations
Stakeholder management is pivotal and should be able to engage with customers, augment value, and create strategies to grow our customer base.
Social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively
Sustain business growth and profitability by maximizing value and improving onboarding processes
Grade : 7/8/+ (internal)
The Location: Pakistan
Additional Location: India, Philippines
The Team: It’s a dynamic, global team where the work changes daily. You are responsible for a successful customer journey and touch points that create long-term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. This team will develop and execute data-driven processes to deliver world-class customer experience.
The Impact: Your interactions with the client will reaffirm and strengthen the organization’s relationship with existing accounts and their decision to work with S&P Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence’s capabilities These efforts are a key factor in revenue retention and growth.
What’s in it for you: We are looking for someone to grow with the company by not only evolving your client relationship skills but also your industry and product knowledge to help clients get the most value from market-leading analytical solutions and data services. You may evolve your career within the Customer Success Team by growing within your role or shifting your focus towards a more product-focused role. You will also develop skills which will prepare you for relationship management, sales or product specialist roles.
Responsibilities:
Develop and execute proactive, creative, and ongoing contact initiatives in partnership with marketing and relevant account team(s)
Drives continuous service improvement with the goal/focus on product adoption and usage growth
Educate and spread awareness within the client base about our capabilities to increase overall product usage and the number of users leveraging, knowledge of product specialists, focusing on distinct users, and industry trends
Provide platform and product functionality and new release trainings (on-site or virtually) specific to a user job function, and gather client feedback to support product enhancements
In partnership with our usage analytics team, monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests
Support renewal proposals and potentially identify upsell opportunities
Commit to continuous learning of the products suite and services we offer, including ongoing enhancements, new offerings and how they relate to customers workflow
Understand customer business and market trends and suggest ways to help clients address them through education on the product and/or connecting them with the right people internally to address those needs
Ensure enhancement requests from clients are routed to product stakeholders
Leverage internal sales tools to optimize client engagement, e.g., CRM and Cadence systems
What We’re Looking For:
Positive, proactive attitude and ability to work well in teams
Client-first mindset – exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
Excellent organizational skills with ability to organize, multitask and prioritize in a fast-paced environment
Ideally experienced in consultative sales or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations
Stakeholder management is pivotal and should be able to engage with customers, augment value, and create strategies to grow our customer base.
Social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively
Sustain business growth and profitability by maximizing value and improving onboarding processes
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Associate| Customer Success Manager position is now open for candidates interested in the BPO Jobs sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.