Customer Success Manager

About the Role:

Grade Level (for internal use):

10

The Role:  Customer Success Manager, Greater China

The Location: Hong Kong

The Role: 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 on individual development to be a regional expert around governmental / strategic plans / commodity markets/ environmental policies/ energy transition through customer engagements at different levels, including the senior executives. It also offers further career opportunities in the larger S&P Global company through close collaboration with the 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:
         o    Business Analysis / Discovery 
         o    Training Implementation and Delivery
         o    Training Documentation Development
         o    Adoption Analysis and Solution Recommendation / Implementation, 
         o    Problem-Solving, and 
         o    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 to 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 understanding on 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 programing knowledge and is 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 understanding on API and cloud solution concepts.

• Candidates who is 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 customer.

• 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.
For more information, visit http://www.spglobal.com/commodity-insights.

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.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

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.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Inclusive Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)