Customer Success Associate

S&P Global, Inc.; London; On-site; GBP 30,000 - 60,000

Job description

About the Role:

Grade Level (for internal use): 08

Customer Success Associate

Visible Alpha is looking for a charismatic, driven and business-focused Customer Success Associate to join our Customer Success Team. This is an opportunity to partner with some of the largest financial institutions in the world to help solve client challenges through our unique product. The ideal candidate has had client-facing experience and has a strong interest in financial markets. In this role you'll be supporting the team with client training as well as owning your own relationships.

Key Responsibilities:

Client Engagement:

1. Build and maintain strong, long-lasting relationships with clients.
2. Partner with the Lead/Manager CSM in owning the end-to-end client journey from onboarding to ongoing management, training, ensuring customer satisfaction and success.
3. Identify client goals, challenges, and business needs, and collaborate with cross-functional teams to deliver tailored solutions.
4. Serve as a point of contact for escalations, ensuring timely resolution and continuous client satisfaction.
5. Drive adoption of products/services.
6. Seek opportunities for growth within existing accounts.

Cross-Functional Collaboration:

1. Work closely with the Sales, Product, Contributor Relations, and Marketing teams to ensure client feedback and insights are incorporated into product development and customer experience strategies.
2. Collaborate with our Support teams to ensure seamless transitions and resolution of any issues.
3. Share best practices and insights within the Customer Success organization to continuously improve processes and strategies.

Required Skills and Qualifications:

1. Bachelor's degree or equivalent experience.
2. 2+ years of experience in Customer Success, Account Management, or a related customer-facing role.
3. Experience working with Financial Institutions (Asset Managers, Hedge Funds, Investment Banks, Private Equity, etc.).
4. Business knowledge of Financial Markets and the Buy Side Industry.
5. Strong Microsoft Office skills - Word, Excel (pivot tables, Vlookup etc).
6. Excellent communication and interpersonal skills with the ability to build rapport and trust with clients and internal teams.
7. Goal Driven Individual with the ability to meet internal and external deadlines.
8. Ability to prioritize tasks and manage multiple client requests.
9. Strong problem-solving skills and a proactive approach to addressing client challenges.
10. Experience with CRM tools (e.g., Salesforce, HubSpot) and client success platforms.
11. A customer-centric mindset with a passion for helping clients succeed.