Assistant Manager, Customer Success

S&P Global Market Intelligence The Role: Assistant Manager, Customer Success Team Position Grade: Grade 10 The Location: Makati, Philippines As an Assistant Manager of the Customer Success Team, your primary responsibility is to manage a team of Customer Success Associates, Migration Associates, and/or Onboarding Specialists who engage our client base to increase product adoption, retention, and account growth. The Impact: You will lead a team of Customer Success Associates (CSAs) and be a key member of the Management team responsible for creating, executing, and continuously improving the Customer Success Team. You will work directly with your team to motivate and drive performance with the ultimate goal of helping our clients achieve their business needs. The Team: A dynamic global team, where the work changes daily. You are responsible for delivering a successful customer journey and touchpoints that create long term client engagement, driving product adoption, retention, user/usage growth, and supporting strategic objectives on the account level. This team will develop and execute data-driven processes to deliver a world-class customer experience. Your role will focus on migration, onboarding, and/or usage and user growth. Responsibilities: You will directly be responsible for uplifting the morale and motivation of your team and will serve as the driving force for continuous growth and development for the organization as a whole. Monitor the quantitative and qualitative performance of your team members and communicate with key stakeholders. Ensure the team meets or exceeds expectations by mentoring team members to support individual and group initiatives. Monitor the required workflow-centric and product-specific trainings to ensure the team members are adept at Salesforce, Salesloft, product knowledge, and all related continuous education. You are the main point of contact for onboarding newly hired employees and ensuring that the positive and high achieving department culture is maintained throughout Participating in the recruiting and hiring process to meet adequate staffing levels, as needed, and working on special projects/assignments as required and/or assigned are some of the expectations from this role. Basic Qualifications: 3-4 year’s related work experience. Excellent presentation and communication, multitasking and customer service skills. Strong communication skills, both verbal and written with the ability to engage a senior level audience. Solid organization, multi-tasking, and prioritization skills. A proven track record of strong client relationships. Goal and action orientated, with ability to work towards targets & KPIs. Deep understanding regarding the finance industry, sales of financial services and products to a customer base Strong MS office (Word, Excel, PowerPoint) skills are required, and any knowledge of CRM databases (such as Salesforce.com) Understanding of the diagnostic approach for sales is an added advantage. Must be flexible in work schedule. Preferred Qualifications: Has people management background. Has experience with managing/coaching a customer-focused team.
LI-CBS S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. ----------------------------------------------------------- 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), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 271276 Posted On: 2022-03-04 Location: Makati City, Philippines