About the Role:

Grade Level (for internal use):

14

The Role: Head of Customer Success

Overview: The Head of Customer Success is a critical leadership position responsible for driving strategies that enhance the adoption of index funds affiliated with S&P DJI while increasing revenue wallet share through strategic channel engagement. This role focuses on cultivating strong client relationship management with Strategic Accounts on a global scale and will report directly to the Head of Strategic Partnerships. The successful candidate will be tasked with developing a high-performing Customer Success team and ensuring effective cross-departmental collaboration to achieve organizational objectives.

Key Accountabilities & Deliverables:

• Develop and lead the Customer Success Management team
• Define and implement a Customer Success Management framework, with a strong emphasis on revenue growth, client engagement, and optimal utilization of resources.
• Establish and maintain robust key performance indicators (KPIs) and return on investment (ROI) measures to effectively track and influence index fund flows, ensuring that strategies are data-driven and aligned with organizational goals.
• Implement targeted initiatives aimed at increasing revenue wallet share by optimizing existing resources through channel-specific strategies and proactive client engagement.
• Strengthen relationships with clients’ distribution teams, facilitating enhanced collaboration and service delivery that aligns with the broader strategic goals set by the Head of Strategic Partnerships.
• Recruit, retain, and develop a high-performing Customer Success team, providing ongoing coaching, mentorship, and performance management to ensure alignment with strategic objectives and accountability for results.
• Guide the creation and execution of educational strategies for client distribution teams and clients, aimed at improving product utilization and maximizing impact on index fund flows.
• Develop and execute a strategy for industry event participation, ensuring effective market presence, lead generation, and meaningful client engagement that supports overall partnership goals.
• Own the development, execution, and continuous refinement of the Customer Success strategy, taking responsibility for revenue outcomes linked to increased resource utilization and strategic channel engagement.
• Exhibit a profound understanding of asset management and wealth management, leveraging this expertise to navigate complex global markets and institutional distribution networks effectively.

Key Experience:

• Proven ability to craft and execute strategic initiatives that drive revenue growth and enhance customer success within a B2B environment.
• Expertise in building and maintaining strategic partnerships across B2B2B and distribution channels, aligning with the overall objectives of the Head of Strategic Partnerships.
• Strong leadership skills with a demonstrated track record of building, leading, and developing high-performing teams that contribute to strategic goals.
• Skilled in fostering collaboration across departments (e.g., Product, Marketing) to align initiatives and ensure cohesive execution of strategies.
• Extensive knowledge of the investment process within asset owner and financial advisory markets, with a particular emphasis on institutional distribution networks and influencing index fund flows.
• Proven leadership abilities, including conflict resolution, decision-making, communication, and relationship building.
• Expertise in people management to attract, develop, and retain top talent.

Basic Required Qualifications:

• Bachelor’s degree in Business, Finance, or a related field; an MBA is preferred.
• Minimum of 8-10 years of experience in sales strategy development and execution, particularly within strategic accounts in asset management.
• Proven track record of engaging with senior executives and driving significant revenue growth.
• Experience in talent development and coaching within sales teams, with a focus on performance outcomes.
• Strong analytical skills and the ability to leverage data for informed decision-making.

Compensation/Benefits Information (US Applicants Only):

S&P Global states that the anticipated base salary range for this position is $220,000 to $270,000. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for additional compensation such as a semi-annual incentive bonus plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.

Flexible Working

We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.

Return to Work

Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We’re more than 35,000 strong worldwide—so we’re able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world’s leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

10 - Officials or Managers (EEO-2 Job Categories-United States of America), SLSGRP102 - Senior Management (EEO Job Group)