Associated Director, Customer Success

spgi · Perth, AU · 1 month ago

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Category: Customer success

ai analytics crm customer-retention data-analytics gainsight performance-management salesforce

About the Role:

Grade Level (for internal use):

The Role: Associate Director, Customer Success

The Team:

The Asia Pacific Customer Success Team is a highly motivated and cohesive team that is forward-looking and collaborative in serving customers. Colleagues, prospects, and customers appreciate the team's efforts in demonstrating value using S&P Global Energy's services, creating positive reinforcement for each individual's contributions.

Responsibilities and Impact:

Lead and develop a team of six Customer Success Managers across the APAC region through coaching, performance management, and KPI monitoring to drive consistency and service excellence
Drive business growth and customer retention in the Oceania region by building trusted relationships with key stakeholders and ensuring successful adoption of S&P Global Energy's upstream oil and gas solutions
Partner strategically with commercial teams to align on regional initiatives, manage escalations, and identify upsell/cross-sell opportunities to maximize revenue potential
Conduct regular customer business reviews, health assessments, and training sessions to proactively address concerns, mitigate churn risk, and demonstrate measurable value
Leverage data-driven insights from CRM and customer success platforms such as Salesforce and Gainsight to optimize team performance and customer outcomes
Act as subject matter expert and primary liaison between customers and internal teams, ensuring seamless coordination on product issues, technology solutions, and service delivery

What We're Looking For:

Basic Required Qualifications:

Degree in Geoscience, Petroleum Engineering, Petroleum Economics, or related discipline
Experience of oil and gas industry experience with an operator or service company
Management experience with demonstrated ability to coach, mentor, and develop team members
Exceptional communication skills (written and verbal) to effectively interact with all staff levels and customers
Strong presentation and demonstration skills with ability to build customized product demonstrations
Ability to travel within the APAC region as required

Additional Preferred Qualifications:

Experience with CRM platforms such as Salesforce, customer success tools like Gainsight, or similar customer management technologies
Familiarity with AI technologies and data analytics applications in customer success and team management
Proven track record of driving change, innovation, and helping teams adapt to evolving business needs
Strong organizational and time management skills with ability to work independently under pressure

About S&P Global Energy
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. Learn more at .

What’s In It For You?

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.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. Join us and help create the critical insights that truly make a difference.

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. 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

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to [email protected]. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

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: [email protected] and your request will be forwarded to the appropriate person.

US Candidates Only: Know Your Rights: Workplace discrimination is illegal