About the Role:

Grade Level (for internal use):

10

The Role: Customer Success Manager – Upstream, Tokyo

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 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 efforts of the team in being able to demonstrate value using S&P Global Energy’s services and this forms a positive reinforcement of the contributions that each individual delivers.

The Impact: 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.

What’s in it for you: This role offers opportunities on individual development to be an expert in world-wide oil and gas activity and in S&P Global Energy’ industry leading products, through customer engagements at different levels, including the senior executives. It also offers further career opportunities in the larger S&P Global company through close collaboration with the other departments and divisions.

Responsibilities:

• Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to:
  o Business Analysis / Discovery
  o Training Implementation and Delivery
  o Training Documentation Development
  o Adoption Analysis and Solution Recommendation / Implementation,
  o Problem-Solving, and
  o On-going support as these activities relate to the use of all related products.
• 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. Provide follow-up as appropriate.
• CRM and Customer Success platform logging for future reference. Using data led insights into preparation of customer visits to include company research, training documents, liaising with Sales teams to understand the strategy for growing those customer accounts and be aware of any problems that may be encountered, etc.
• Assist in creating and maintaining a proactive and positive environment between Customer Support, Sales, Marketing and other departments that will enable the business unit to create greater value for customers.
• Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training, and customer support.
• Regularly attend Management, Sales, Product and Content meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding customers and markets.
• Discover up-sell/cross-sell opportunities for products and services during customer calls/on-site visits and share these leads to respective Sales colleagues.

• Leverage AI technologies provide insights and recommendations that enhance customer experience and product usage, drive awareness and adoption of company’s AI related products.
• Stay up to date with industry trends and best practices in customer success, have understanding on API integrations, AI technologies, and data analytics.
• Collect report and act on Voice of the Customer feedback acquired from customer interactions. Recommend process improvements based on feedback.
• Act as Subject-Matter-Expert in agreed upon area within Customer Success team and Sales in one of the four areas including but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training.
• Manage and deliver special projects assigned by leadership for the benefit of the Customer Success teams.
• Perform other duties as assigned.

What We’re Looking For: Looking for a person who is resourceful, adaptable, creative, and detailed/results-oriented with high energy and a positive attitude.

Qualifications:

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

• 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.
• Must be fluent (spoken and written) in English and Japanese, fluency in Korean is a big advantage.
• First class presentation and demonstration skills and the ability to build and own customized demonstrations.
• Confident, patient, and concise to be able to engage people of all levels.
• Enthusiastic / self-motivated, ability to work on own and under pressure.
• Proactively understand customers’ needs and absorb critical information that could result in additional revenue and/or potential downsizing.
• Possess technical knowledge to support and train S&P Global Energy services to both internal and external customers. Candidates who have API and Datafeed knowledge and are proficient with Power BI, Tableau experience in creating visualizations and reports will be an advantage.
• 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, have understanding on API and cloud solution concepts.
• Familiarity with AI technologies, and their applications in enhancing customer success.
• Ability to analyze processes and procedures, identify and present necessary changes and involve and gain commitment from all associates and other business units as part of any change process.
• Have a flexible approach to cover colleagues’ work when needed.
• Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers.
• Able to travel within the region when needed.

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

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)