Customer Success Manager

S&P Global Platts The Role: Customer Success Manager Grade (For Internals only): 10 The Location: Pasig City, PH The Impact: As a Customer Success Manager of the Platts Growth & Customer Insights team (G&CI), you will lead Voice of the Customer implementation projects aimed at business growth via improved customer experience. The objective of the team is to design an exceptional customer experience by utilizing customer feedback and to provide Platts leadership with contextualized, data-driven, and actionable customer insights which accelerate commercial growth and inform strategic and operational business priorities. The G&CI team is designing and managing a customer analytics platform, which provides a holistic view of customer asks, needs, preferences, and behavioral trends. You will use this data, as well as other relevant research to identify current and future trends and prioritize themes and actions. You will partner with relevant functions to develop and track action plans around client feedback (‘closed loop’ process). Responsibilities Analyze quantitative and qualitative customer feedback data from multiple sources to develop a view of key customer issues and needs Work closely with product management, technology, content, commercial and operations functions to develop provide resolutions to customer requests Manage feedback resolution processes cross-functionally. Maintain implementation reporting dashboard Coordinate work of executive-level VOC advisory board Build thematic analysis of client feedback for Platts Operating Committee (Board) and functional leadership Develop and manage VOC implementation/CX programs Qualifications: BA in Business, Economics, Anthropology, or related discipline. MA is preferred. Minimum 4 years of experience in project/program management in customer experience/customer success teams Experience with analysis and resolution of clients’ complaints is strongly preferred Experience managing Voice of the Customer programs is strongly preferred Strong market research, presentation and writing skills Strong problem solving and leadership skills Ability to influence stakeholders across ranks, functions, and geographies Ability to navigate fast paced environment with limited supervision Ability to balance competing priorities considering key business outcomes Intellectual curiosity, kindness, high energy and exceptional work ethic About Company: S&P Global Platts S&P Global Platts is the leading independent provider of information and benchmark prices for the commodities and energy markets. Customers in over 150 countries look to our expertise in news, pricing and analytics to deliver greater transparency and efficiency. S&P Global Platts is a division of S&P Global (NYSE: SPGI). For more information, please visit www.platts.com Equal Opportunity Employer: S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person. ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), MRKTNG202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 264335 Posted On: 2022-02-23 Location: Pasig City, Philippines