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About 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 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.

Responsibilities

Support customers and Sales in both pre-sale and post-sale activities to increase revenue and maximize retention.
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.
Log CRM and Customer Success platform data for future reference, using data-led insights for customer visit preparation.
Assist in creating and maintaining a proactive and positive environment between Customer Support, Sales, Marketing and other departments.
Interact with 3rd party vendors, participating in training and relationship building.
Regularly attend Management, Sales, Product and Content meetings to present core information and stay informed of changes.
Discover up-sell/cross-sell opportunities for products and services and share leads with Sales colleagues.
Leverage AI technologies to provide insights and recommendations that enhance customer experience and product usage.
Stay up to date with industry trends and best practices in customer success, API integrations, AI technologies, and data analytics.
Collect, report, and act on Voice of the Customer feedback, recommending process improvements.
Act as Subject-Matter-Expert in an agreed-upon area within Customer Success team and Sales.
Manage and deliver special projects assigned by leadership.
Perform other duties as assigned.

Requirements

Resourceful, adaptable, creative, and detailed/results-oriented with high energy and a positive attitude.
Must be fluent (spoken and written) in English and Japanese.
First class presentation and demonstration skills.
Ability to build and own customized demonstrations.
Confident, patient, and concise to engage people of all levels.
Enthusiastic / self-motivated, ability to work independently and under pressure.
Proactively understand customers’ needs and absorb critical information.
Ability to influence individuals at all levels, give opinions and justifications.
Use organizational/time management skills to prioritize workload and schedule trips and training sessions.
Proficiency in Microsoft Office package.
Ability to set up internet connections / wireless internet connections.
Ability to analyze processes and procedures, identify and present necessary changes, and involve stakeholders.
Flexible approach to cover colleagues’ work when needed.
Able to travel within the region when needed.

Skills

English fluency
Japanese fluency
Korean fluency (advantage)
Presentation skills
Demonstration skills
Technical knowledge of S&P Global Energy services
API knowledge
Datafeed knowledge (advantage)
Power BI proficiency (advantage)
Tableau proficiency (advantage)
Microsoft Office proficiency
Understanding of API integrations
Understanding of AI technologies
Understanding of data analytics
Understanding of cloud solution concepts
Familiarity with AI technologies and their applications
Exceptional listening skills
Exceptional written communication skills
Exceptional oral communication skills

Location

Tokyo, Japan

Work Type

Full-time

Experience Level

5-7 years of oil and gas experience with an operator or service company
Candidates with less experience but strong aptitude will also be considered.

Education Level

Degree in Geoscience, Petroleum engineering, Petroleum Economics or related discipline.

Benefits

Health care coverage designed for the mind and body.
Generous time off.
Access to resources for career growth and learning new skills.
Competitive pay.
Retirement planning.
Continuing education program with a company-matched student loan contribution.
Financial wellness programs.
Family perks.
Retail discounts.
Referral incentive awards.

About the Company

At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value.
Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.
S&P Global Energy is a division of S&P Global (NYSE: SPGI).
S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction.
We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape.
Our Mission: Advancing Essential Intelligence.
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.
We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.
Our Values: Integrity, Discovery, Partnership.
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.

Equal Opportunity

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.