Customer Success Manager

Grade Level (for internal use): 10

The Role: Customer Success Manager, Greater China

The Location: Hong Kong

This position serves and supports business growth and customer retention, specifically in customer success, ensuring that the customer receives maximum value and benefit from our products and services. The position is also responsible for serving as a knowledgeable resource to other business associates and customers in the areas of industry, best practices, and product usage.

The Team: The Asia Pacific Customer Success Team is a highly motivated and cohesive team that is forward-looking and collaborative in serving customers. Colleagues, prospects, and customers appreciate the efforts of the team in being able to demonstrate values using Commodity Insights services and this forms a positive reinforcement of the contributions that each individual delivers.

The Impact: The Customer Success Manager will act as a trusted advisor, fostering strong relationships with customers and driving engagement and satisfaction. The role needs to support new customer business, existing customer retention, and existing customer growth through on-site support, training, and integration of Commodity Insights services within customer workflows. The goal is ensuring our customers achieve their desired outcomes while using our products and services.

What's in it for you: This role offers opportunities for individual development to be a regional expert around governmental/strategic plans/commodity markets/environmental policies/energy transition through customer engagements at different levels, including senior executives. It also offers further career opportunities in the larger S&P Global company through close collaboration with other departments and divisions.

Responsibilities:

• Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to:
  • Business Analysis / Discovery
  • Training Implementation and Delivery
  • Training Documentation Development
  • Adoption Analysis and Solution Recommendation / Implementation
  • Problem-Solving
  • On-going support as these activities relate to the use of all related products.
• Act as the leader and primary liaison between business unit and customer on issues relating to product, services, and technology.
• Provide customer training via on-site visits, remote virtual meetings, phone, or email to incorporate Commodity Insights services into their workflow and drive customer satisfaction and retention.
• Develop and maintain strong relationships with key stakeholders at client organizations.
• Conduct regular check-ins and business reviews to assess customer satisfaction and identify opportunities for improvement.
• Monitor customer health metrics and proactively address any concerns to mitigate churn risk.
• Action top tier escalations for all supported products and services. Provide follow-up as appropriate.
• CRM and Customer Success platform logging for future reference. Using data-led insights in preparation of customer visits to include company research, training documents, liaising with Sales teams to understand the strategy for growing those customer accounts and be aware of any problems that may be encountered, etc.
• Assist in creating and maintaining a proactive and positive environment between Customer Support, Sales, Marketing, and other departments that will enable the business unit to create greater value for customers.
• Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training, and customer support.
• Regularly attend Management, Sales, Product, and Content meetings to present core information, keep communication channels open between departments, and to be kept informed of all changes regarding customers and markets.
• Discover up-sell/cross-sell opportunities for products and services during customer calls/on-site visits and share these leads with respective Sales colleagues.
• Leverage AI technologies to provide insights and recommendations that enhance customer experience and product usage, drive awareness, and adoption of company's AI-related products.
• Stay up to date with industry trends and best practices in customer success, have an understanding of API integrations, AI technologies, and data analytics.
• Collect, report, and act on Voice of the Customer feedback acquired from customer interactions. Recommend process improvements based on feedback.
• Act as Subject-Matter-Expert in agreed upon area within Customer Success team and Sales in one of the four areas including but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training.
• Manage and deliver special projects assigned by leadership for the benefit of the Customer Success teams.
• Perform other duties as assigned.

What We're Looking For: Looking for a person who is resourceful, adaptable, creative, and detailed/results-oriented with high energy and a positive attitude.

Qualifications:

• Bachelor's degree or equivalent in Business, Information Technology, or a related field.
• 5-8 years working experience in a national or global organization, with experience in customer success, account management or a related field. Candidates with less experience but strong aptitude will also be considered.
• Must be fluent (spoken and written) in English, Mandarin, and Cantonese.
• Confident, patient, and concise to be able to engage people of all levels.
• Enthusiastic/self-motivated, ability to work on own and under pressure.
• Proactively understand customers' needs and absorb critical information that could result in additional revenue and/or potential down-sizing.
• Possess technical knowledge to support and train Commodity Insights services to both internal and external customers. Candidates who have programming knowledge and are proficient with Power BI, Tableau experience in creating visualizations and reports will be an advantage.
• Ability to influence individuals at all levels, give opinions and justifications.
• Use organizational/time management skills to prioritize workload and schedule trips and training sessions.
• Proficiency in Microsoft Office package. Ability to set up internet connections/wireless internet connections, have an understanding of API and cloud solution concepts.
• Candidates who are familiar with AI technologies, and their applications in enhancing customer success will be a good advantage.
• Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process.
• Have a flexible approach to cover colleagues' work when needed.
• Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers.
• Must be able to travel to Taiwan and Mainland China.
• Familiarity with CRM tools and customer success software and metrics.
• Experience in Commodity industries will be considered first.

About S&P Global Commodity Insights: At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.

We're a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights' coverage includes oil and gas, power, chemicals, metals, agriculture, and shipping.

S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world's foremost provider of credit ratings, benchmarks, analytics, and workflow solutions in the global capital, commodity, and automotive markets. With every one of our offerings, we help many of the world's leading organizations navigate the economic landscape so they can plan for tomorrow, today.