Customer Success Manager, Capital IQ Solutions, Greater China (Mandarin Speaker) at S&P Global

Hong Kong

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Market IntelligenceIndustries

Requirements

Bachelor's degree required (Finance, Economics or related field)
Mandarin Speaker (inferred from job title: Greater China)
Positive, proactive attitude and ability to work well in teams
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
Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

Responsibilities

Develop and execute proactive, creative, and ongoing contact initiatives in partnership with Marketing, Product, and account team(s)
Drive continuous service improvement with ultimate goal/focus of product adoption and usage growth
Evolve the profiles on accounts including all affiliations, geographic presence, and business interests through Sales Force
Educate and spread awareness within the client-base about our capabilities to increase usage, leveraging the knowledge of product specialists
Increase adoption/usage by focusing on distinct users to increase usage and overall increase in number of users
Provide platform, product functionality and new release training (on-site or virtually) specific to a user job function, liaise with product management team to master new product enhancements and relay client feedback on an ongoing basis
In partnership with our usage analytics team, monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities
Ongoing learning, and deepening that knowledge, of the suite of products and services offered and ongoing enhancements and new offerings and how they relate to customers
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, eg. CRM and Cadence systems

Skills

Key technologies and capabilities for this role

SalesforceMandarinCustomer SuccessProduct AdoptionOnboardingAccount ManagementCapital IQ

Questions & Answers

Common questions about this position

What is the work arrangement or location for this role?

This information is not specified in the job description.

What are the key responsibilities of the Customer Success Manager?

Responsibilities include developing proactive contact initiatives, driving product adoption and usage growth, evolving account profiles in Salesforce, educating clients on capabilities, providing training, monitoring usage, and deepening product knowledge.

What is the team like for this position?

It’s a dynamic global team where the work changes daily, focused on developing and executing data-driven processes to deliver world-class customer experience, with roles possibly focusing on migration, onboarding, or global strategic accounts.

What career growth opportunities are available in this role?

You can grow within the Customer Success Team by evolving your role or shifting to a product-focused role, and develop skills for relationship management, sales, or product specialist positions while deepening industry and product knowledge.

What skills or experience make a strong candidate for this role?

Strong candidates should have client relationship skills, industry and product knowledge, ability to drive adoption and usage growth, proficiency with tools like Salesforce, and experience in training clients and monitoring usage analytics.

S&P Global

Provides financial information and analytics services

About S&P Global

S&P Global provides financial information and analytics to a wide range of clients, including investors, corporations, and governments. The company offers services such as credit ratings, market intelligence, and indices, which help clients understand and navigate the global financial market. S&P Global's products work by utilizing advanced data analytics and research to deliver insights that assist clients in making informed decisions and managing risks. Unlike many competitors, S&P Global has a diverse range of divisions, including S&P Global Ratings and S&P Dow Jones Indices, which allows it to cater to various financial needs. The company's goal is to support clients in driving growth while also committing to corporate responsibility and positive societal impact.

New York City, New YorkHeadquarters

1917Year Founded

IPOCompany Stage

Data & Analytics, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Professional Development Budget

401(k) Company Match

Family Planning Benefits

Employee Discounts

Risks

Integration challenges with new acquisitions like ProntoNLP may cause operational issues.

Increased competition from AI-driven platforms like Brooklyn Investment Group.

Dependence on volatile credit ratings market could impact revenue stability.

Differentiation

S&P Global integrates advanced AI tools for superior financial analytics capabilities.

The company offers comprehensive ESG solutions, meeting growing sustainability demands.

S&P Global's diverse divisions provide a wide range of financial services globally.

Upsides

Acquisition of ProntoNLP boosts data analytics and sentiment scoring capabilities.

Rising demand for ESG data enhances S&P Global's market position.

Expansion into India strengthens S&P Global's research and insights offerings.

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