Customer Success Manager

Grade Level (for internal use): 10 The Role:  Customer Success Manager – Upstream, Tokyo 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 upstream oil and gas 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 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 value using S&P Global Energy’s 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 onboarding, existing customer retention and existing customer growth through on-site support, training, and integration of S&P Global Energy’s services within customer workflows. The goal is to ensure 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 an expert in world-wide oil and gas activity and in S&P Global Energy’ industry leading products, 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.

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 products, services and technology. Provide Customer training via on-site visits, remote virtual meetings, phone or email to incorporate S&P Global Energy 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 into 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