Customer Success Manager

• Drive Customer Success Outcomes within the Credit Team Through engaging with clients, provide the relationship management team with ammunition in order to increase renewal rates and reduce churn.
• Influence future lifetime value through driving higher Ratings Direct and Credit Analytics product adoption, customer satisfaction and overall health scores.
• Drive new business growth through greater advocacy and reference-ability – identify referral opportunities for S&P Global Market Intelligence and cross-divisional services.
• Define and Optimize Customer Lifecycle Map customer journey.
• Identify opportunities for continuous improvement- raise product enhancement queries, and take ownership on communication of client feedback to product team.
• Learn from best practices in industry Ongoing Credit learning, deepening the knowledge of the suite of products and services offered, and ongoing enhancements and new offerings and how they relate to customers.
• Training – focus on deep credit knowledge, with thorough understanding of credit research and the full Ratings Direct value proposition.
• Targeted engagement on new functionality – with a focus on new research/relative interesting themes.
• Migration – implementing training efforts for migration of Ratings Direct on Capital IQ Pro at scale.
• Collaborate with Sales, Relationship Managers, Product, and Support teams to project manage large, coordinated efforts around Ratings Direct users.
• Drive adoption of tools that support and enable Customer Success Managers to be more effective (i.e., Churn Zero, Calendly, CRM tools etc.)

Credit Customer Success Manager

Senior Customer Success Manager

Customer Success Manager

Senior CRM Manager

Credit Customer Success Manager