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Director, Relationship Management

1 month ago

Centurion, South Africa S&P Global Full time

**About the Role**:
**Grade Level (for internal use)**: 12
**The Role**: The Relationship Manager is a non-sales position which leverages knowledge of the Energy Industry to enhance relationships with customers and help them realize bottom line benefits from the use of S&P Global Commodity Insight products. Due to the breadth of knowledge the RM brings to the client relationship, they are seen by the client as the guardian of the strategic client relationship, orchestrating the deployment of corporate-wide resources to provide value to S&P Global CI Global Majors Accounts.
**Responsibilities and Impact**: The Relationship Manager is responsible for the development and maintenance of long-term relationships with a defined client base to ensure a high level of client satisfaction and will influence the broader adoption of existing and new services as well as the retention of existing business. As the client advocate, he/ she must also provide actionable client feedback that will enhance S&P Global CI products and services to earn client business.
Managing Account Relationships
Taking responsibility for the experience the client has with S&P Global
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 clients to gather strategic information about their business, understands their issues, uncovers unrecognized problems providing solutions to them
As owner of service levels, co-ordinates with all other functions and third parties to help ensure service levels and value add offerings are attained and client needs are met
Acts as a broker of capabilities or services for client, advocates internally and facilitates the involvement of sales and other functions to achieve common goals for the client and for S&P Global CI
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 the relationship between S&P Global CI and Global Majors Accounts
Lead Generation - Driving Increased Usage and Adoption of New Services
Plays an instrumental role in the initial sales cycle by researching client business, identifying and qualifying leads, involving Commercial Manager to negotiate and close opportunities
Promotes non benchmark services and identifies new product development needs by working across functions within the customer organization to understand their needs and based on their industry knowledge, contribute relevant input to product launch and marketing plans.
Seeks out cross and up selling opportunities
Drives interest in trials and demonstrations, participating in their presentation, after providing appropriate customer contacts throughout the customer organization who would be involved in product discussions or testing
Retention
Close collaboration with the Commercial Managers
Prevents cancellations and mitigates risk by ensuring existing clients continue to derive value from S&P Global CI services
Ensures client derives value from enterprise-wide licenses to maintain loyalty by working closely with the Commercial Managers, Support and other functions, to drive increased usage and broad 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 S&P Global CI services and usage levels
Contributes to Account Plan and participates in plan implementation
Work across regional boundaries with other RMs to ensure the client Account Plan is developed and executed consistently and effectively
Provides status risk and opportunity, product development needs
Updates CRM
Quarterly activity reporting
**What We’re Looking For**:
Required Qualifications
Fluent French language skills
Proven experience of managing major or complex accounts, preferably in commodity or financial information provider role
Broad understanding/ communication skills of the energy industry including understanding the personas of front, mid and back-office functions, as well as analysts
Previous use of S&P Global CI products is preferred
Previous use of Reuters, Bloomberg, GlobalView, DTN or other real-time services is preferred
Excellent communication and presentation (verbal/ written) skills, adds value to the relationship by distilling, summarizing, interpreting and communicating 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
Competent at creating and identifying