Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: S&P Global

🔹 Location: Makati City, Makati, Philippines

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: March 30, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing a successful customer journey and engagement lifecycle
• Driving customer adoption, retention, and user growth
• Supporting strategic objectives and account management
• Collaborating with cross-functional teams to enhance customer experiences

ASSUMPTION: The job will require significant interaction with clients and internal teams to optimize customer engagement and drive business results, as inferred from the emphasis on client journey and interaction.

📋 Key Responsibilities

✅ Develop and execute proactive, creative, and ongoing contact initiatives

✅ Drive continuous service improvement to enhance product adoption and usage growth

✅ Evolve account profiles, including affiliations and geographic presence

✅ Educate client bases on product capabilities and updates

✅ Provide training on platforms and functionality, both on-site and virtually

✅ Monitor product usage and develop proposals for renewals and upsell opportunities

✅ Maintain ongoing learning and deepening knowledge of products and services

✅ Ensure client enhancement requests are communicated to product teams

✅ Leverage internal sales tools for optimized client engagement

ASSUMPTION: The role includes a strong focus on client relationship building and leveraging internal tools to optimize client engagement. This implies significant coordination with sales and product teams.

🎯 Required Qualifications

Education: Bachelor's degree required

Experience: At least 1 year of work experience in a relevant field

Required Skills:

• Strong communication and interpersonal skills
• Project management and organizational abilities
• Proactive attitude and client-first mindset

Preferred Skills:

• Marketing skills for product positioning
• Consultative sales experience

ASSUMPTION: The qualifications suggest a candidate with some experience in customer-facing roles combined with strong project management capabilities.

💰 Compensation & Benefits

Salary Range: Not specified, but likely competitive given industry standards

Benefits:

• Health & wellness programs
• Flexible downtime with generous time off
• Continuous learning opportunities
• Competitive pay, retirement planning, and financial wellness programs
• Family-friendly perks

Working Hours: 40 hours, mid-shift EMEA hours (specific timing not detailed, but assumes afternoon to late evening)

ASSUMPTION: Benefit offerings are intended to support both professional development and personal well-being, reflecting industry norms.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services, with a focus on market data and technology solutions

Company Size: 43,778 employees, allowing for diverse opportunities and resources

Founded: Not specified; part of a long-standing establishment within the industry

Company Description:

• Market data and technology solutions provider
• Focus on sustainability and global market insights
• Offers services across multiple divisions, including credit ratings and market analytics

Company Specialties:

• Analytics and credit ratings
• Finance and energy information
• Sustainable finance and ESG

Company Website: http://www.spglobal.com

ASSUMPTION: The large size and broad reach of the company suggest a well-structured support environment and numerous career pathways.

📊 Role Analysis

Career Level: Entry-level with potential for growth into more specialized roles

Reporting Structure: Likely reports to a Customer Success Team Lead or Manager

Work Arrangement: On-site work in Makati City, supporting a collaborative work environment

Growth Opportunities:

• Potential to advance within the Customer Success team
• Opportunities to shift focus toward product-oriented roles
• Development into relationship management or sales roles

ASSUMPTION: The position offers a growth pathway within customer relationship roles and beyond, indicating company investment in long-term employee development.

🌍 Location & Work Environment

Office Type: Likely integrated into corporate office settings with comprehensive facilities

Office Location(s): S&P Global office in Makati City

Geographic Context:

• Makati as a major business district in the Philippines
• Vibrant urban area with many amenities for work and leisure
• Accessibility via public transportation networks

Work Schedule: Midshift EMEA hours, typically afternoon to evening shifts

ASSUMPTION: The office is strategically located in a major business hub, offering easy access to client locations and industry events.

💼 Interview & Application Insights

Typical Process:

• Application review and initial screening
• Interviews with HR and hiring managers
• Assessments or situational judgment tests

Key Assessment Areas:

• Client interaction and communication skills
• Problem-solving and analytical thinking
• Project management capabilities

Application Tips:

• Highlight experience in customer-facing roles
• Demonstrate communication and problem-solving skills
• Showcase understanding of the financial services sector

ATS Keywords: Customer Success, Client Engagement, Relationship Management, Problem Solving, Communication

ASSUMPTION: The application process will emphasize interpersonal skills and problem-solving abilities, relevant to nurturing customer success.

🛠️ Tools & Technologies

• Salesforce CRM for account management
• Microsoft Office Suite for document handling and presentation
• Analytics tools for monitoring client usage patterns

ASSUMPTION: The role requires proficiency in widely-used CRMs and office productivity tools to perform effectively in a customer success capacity.

👔 Cultural Fit Considerations

Company Values:

• Integrity in all activities
• Discovery and innovation
• Strong partnership and collaboration

Work Style:

• Team-oriented and collaborative
• Proactive and solution-focused
• Adaptable to changing client needs and market dynamics

Self-Assessment Questions:

• Am I able to work collaboratively in a dynamic environment?
• Do I have the client-first mindset needed for customer success?
• Am I comfortable with continuous learning and applying knowledge?

ASSUMPTION: Cultural fit emphasizes collaborative and proactive work styles, essential for success in a client-facing role.

⚠️ Potential Challenges

• Balancing multiple client accounts with varied needs
• Adapting to midshift work hours and potential overtime
• Navigating complex client relationships and organizational structures
• Ensuring consistent client satisfaction and performance metrics

ASSUMPTION: Challenges include maintaining high standards across a dynamic and fast-paced client portfolio, requiring strong organizational skills.

📈 Similar Roles Comparison

• Customer Relationship Manager - Focuses more on strategic account oversight
• Client Services Specialist - Typically more reactive support-oriented
• Account Executive - More sales-driven with a focus on closing new accounts

ASSUMPTION: Roles are differentiated by client engagement style and sales versus service focus; Customer Success Managers focus on nurturing and retaining existing client relationships.

📝 Sample Projects

• Designing a client onboarding initiative that aligns with specific regional needs
• Developing a user growth strategy leveraging new product features
• Analyzing customer feedback to guide product enhancement requests

ASSUMPTION: Projects will focus on customer optimization strategies and require collaboration with product and marketing teams.

❓ Key Questions to Ask During Interview

• What are the main success metrics for this role?
• How does the team manage work-life balance, especially during midshift hours?
• What are the growth opportunities within the Customer Success team?
• Can you describe the typical career trajectory for this position?
• How does the team handle requests for product enhancements from clients?

ASSUMPTION: Questions should focus on understanding tangible success measures and the practical dynamics of working hours and team culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through S&P Global's careers portal
• Ensure your resume highlights relevant skills in customer success and relationship management
• Prepare for behavioral interviews focusing on problem-solving and client communication
• Follow up with the HR department if you do not receive a response within two weeks
• Clarify any midshift scheduling concerns during the interview

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.