Grade Level (for internal use):

The Role:

Customer Success is a dynamic global team, where the work changes daily. The team develops and executes data driven processes to deliver world class customer experience on our platform products.  You will be responsible for driving client engagement, adoption, retention, user/usage growth and supporting strategic objectives within your own book of platform accounts, but as well within the North America and LATAM region for our RatingsDirect and Credit Analytics clients. Your role will focus on migration, onboarding or driving global strategic accounts engagement across segments.

Responsibilities:

• Influence future lifetime value through driving higher Ratings Direct and Credit Analytics product adoption, customer satisfaction and overall health scores within the Customer Success team in the Americas region
• Migration – work with the CSM team to implement training efforts for migration of Ratings Direct and Credit Analytics users on Capital IQ Pro at scale.
• Develop credit specialization within the team based on customer segments
• Collaborate with Sales, Product, and Support teams to project manage large, coordinated efforts around Ratings Direct and Credit Analytics users
• Stay attuned to client business objectives and credit trends to identify tailored solutions. Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows.
• Continuously deepen understanding of Credit and Data & Research products and services, including new features and offerings. Act as a knowledge resource on credit across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
• Drive user adoption and product usage growth in the region through the creation of a credit campaign library, and the organization of global webinars. Leverage webinars, digital channels, automation tools, and data insights to drive product adoption.
• Partner with fellow CSMs to evaluate engagement on RatingsDirect and Credit Analytics accounts
• Monitor and report on product usage in the region, identifying trends, risks and opportunities within the credit space
• Capture and synthesize client feedback relating to credit products. Influence product roadmaps by surfacing customer insights and trends.

What We’re Looking For: 

• Positive, proactive attitude and ability to work well in teams
• Exceptional skills in listening to clients, colleagues, articulating ideas and complex information in a clear and concise manner
• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction.
• Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
• Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

Basic Qualifications:

• Bachelor's degree required (Finance, Economics or related field preferred)
• 3-5 years work experience (experience in financial services industry and/or in a sales/account management role preferred)
• Any knowledge of CRM systems (such as Salesforce, ChurnZero, SalesLoft), data analytics (Power BI), or research platforms would be advantageous