The posting
The Role: Relationship Manager
Relationship Manager (RM) is a senior level position who leverages knowledge of the commodity markets and energy industry to grow our bank of business in the region. RM's role is to develop relationships with our strategic clients who are key industry influencers, big energy conglomerates, financial institutions, ministries, and government agencies think thanks, policy makers etc.
The RM will leverage his/her understanding of the Client’s core business spanning upstream, midstream and downstream to help later realize bottom line benefits from the use of S&P Global Energy’s (SPE) products.
A good understanding of the client workflows and trusted relationships in place, the RM will be the guardian of this relationship, orchestrating the deployment of corporate-wide resources (including internal personnel who have specialized skills sets) to provide value to these key accounts. RM is accountable for enhancing our net promoter score and for channelizing the voice of the customer internally.
work closely with individual account managers to not only retain the current bank but also develop whitespace opportunities. This opening is for a RM role in our Singapore office wherein the RM will be responsible for managing relationships with our strategic Thai customers in Thailand and Singapore. As it will involve working with multiple clients in the industry and with multiple account managers, the RM will work closely with the Senior Commercial Director of the Region to map out a growth strategy for the region that includes a SWOT analysis and acquiring new logo opportunities.
As the customer advocate, RM must also provide actionable customer feedback that will enhance SPE’s products and service to earn client trust and business.
Responsibilities:
Managing Key Account Relationship and Service Level Agreement (SLA)
- Main point of contact/liaison - accountable for the experience the customer has with SPE,
- Considers both the big picture as well as the day-to-day when managing the account,
- Develops and builds meaningful and lasting relationships with key and influential contacts,
- Effectively navigates around client organizations and leverages internal cross functional resources to create value,
- Continuous investigative and collaborative contact with customers to gather strategic information about their business, understands their issues, uncovers unrecognized problems providing solutions to them,
- As owner of the SLA, co-ordinates with all other functions and third parties to help ensure service levels and value add offerings are attained and customer needs are met,
- Acts as a broker of capabilities or services for client, advocates internally and facilitates the involvement of various SPGE’s functions (sales, content, client services, products, commodity specialists and marketing) to achieve common goals for the client and for SPGE,
- Understands the client usage of product/services and help define potential use cases or enhancements of new products to benefit client,
- Monitors and reports on the health of SPGE’s relationship with the Client.
Lead Generation - Driving Increased Usage and Adoption of New Services
- Plays an instrumental role in the sales cycle by researching customer business, identifying and qualifying leads, involving sales to negotiate and close opportunities,
- Promote non-benchmark services and identifies new product development needs by working across functions within the customer organization to understand their needs,
- Contribute relevant input to product launch, SPE's forums, conferences and marketing plans,
- Seeks out cross and up selling opportunities
- Drives interest in trials and demonstrations, participating in their presentation and drive customer buy in for product discussions or testing,
- Responds to incremental sales and incoming orders, processed via the sales administrator
Retention
- Close collaboration with the sales managers and internal stakeholders,
- Prevents cancellations and mitigates risk by ensuring existing clients continue to derive value from SPE's services,
- Devise value-add plan for clients with enterprise-wide licenses by working closely with the sales managers, client services, commodity specialists, marketing and content team to drive increased usage and broader adoption.
Reporting
- Communicates potential client and/or market shifts, changes or reactions, as well as client needs back to appropriate levels,
- Monitors and reports on use of SPGE's services and usage levels,
- Contributes to account Plan and participates in plan implementation,
- Works with RMs within the region to drive a uniform customer experience and across regional boundaries to ensure the customer account plan is developed and executed consistently and effectively,
- Provides status risk and opportunity, competition know how and product development needs,
- Updates salesforce,
- Monthly activity reporting.
Requirements:
- Degree with minimum 10 years of successful experience managing client relations within major or complex accounts, preferably in a trading, consulting, marketing and/or business development role,
- Good understanding of SPGE's business and previous user of SPGE's services is a bonus,
- Good understanding of S&P Global’s other businesses is a bonus
- Can distill, summarize, interpret and communicate information to facilitate its usefulness
- Proven leadership in managing multi-national global and/or strategic accounts, multi-cultural awareness and regional experience is preferred
- Superior customer relationship management skills, proven ability to develop multiple level of relationships within an account of a strategic nature
- Competency in creating and identifying needs using consultative sales techniques is a must
- Very strong planning and organizational skills, able to prioritize
- Competent with systems (Salesforce CRM, Word, Excel, PowerPoint)
- Frequent travelling required around the region at least once or twice a month
