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Sr. Customer Success Manager, Retail

IHS Markit
New York, United States
Posted 6 days ago Permanent Competitive
Sr. Customer Success Manager, Retail
We are excited to announce the role of Senior Customer Success Manager for our Polk Automotive Solutions business unit. This position is slated for U.S. coverage and will be partnered with our Retail Tier 3 Automotive team. The role will report directly to the Head of Customer Success for Polk Automotive Solutions.

Objectives: Become the primary steward for Retail leveraging Polk Automotive data, focusing on strategic account and campaign management. Subject matter expert for delivery, execution, campaign management, and troubleshooting of Polk Dealer Marketing platform.

PDM is a new and highly anticipated SAAS platform servicing the needs of the Tier 3 Automotive space. In this role, you will work closely with sales, Customer Success Managers, and clients, to ensure seamless delivery and timely response to client delivery questions and troubleshooting inquiries. You will be the technical and execution expert for delivery on the PDM platform.

Lead Customer Success practice for Polk Automotive Solutions Retail:
  • Become the product expert for services within your client base and consult with sales and customers to provide the best solution
  • Own campaign management, working closely with sales and Customer Success Delivery to achieve client goals
  • Take the lead on closed opportunities
  • Consolidate go-to-market materials for ease of access
  • On-board clients for our solutions
  • Develop standard data training materials for clients
  • Work closely with Customer Success Delivery to review workload and prioritize effectively across all deliverables in customer success queue
  • Demonstrate a deep understanding of Polk Automotive products and services to internal constituents as well as external clients and partners
  • Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
  • Primary resource for technical on-boarding client for our PDM solutions
  • Ensure adoption of the platform aligns with internal & client goals
  • Consult with clients on execution strategy, platform usage, and technical troubleshooting
  • Run point with internal resources to solve issues with the platform, ensuring themes are communicated to product
  • Partner with product and production teams to ensure platform feedback is integrated into product enhancement roadmaps
  • Act as the expert for PDM delivery and execution functions
Collaborate closely and effectively with Polk sales teams:
  • Work with sales & product to establish and strategize appropriate Polk solutions to meet immediate and long-term client needs
  • Assist in developing and standardizing client proposals
  • Create client business reviews
  • Monitor customer success metrics, providing recommendations for continual refinement to processes and materials
Your Role

Own all business operations for the existing book of business you will support - this includes working directly with internal resources and stakeholders, managing SalesForce opportunities, and driving solutions to completion with production and technical support teams.

The Polk Automotive Solutions team is seeking:
  • A partnership-driven individual who thrives on relationship-building to enable scaling and optimizing delivery of our solutions
  • A thorough and skilled communicator both internally and externally across various communication channels
  • A dynamic, thought-leading individual with a desire to "be the brand" and represent the business line with excitement
  • A strong collaborator who can work across functional teams, and bring together constituents from IHS Markit teams and partner organizations with ease
About You
  • 5+ years in customer success and/or account management in the advertising and marketing media, technology, or data industries
  • Strong knowledge of, and interest in, Automotive marketing landscape and Tier 3 Automotive
  • Preferred SAAS technical or operational experience
  • Strong written and verbal communications with an aptitude for presenting thoughts and ideas to all levels of internal and external stakeholders
  • Works to build consensus across groups with competing priorities
  • Persuasive with details and facts
  • Excellent computer skills and proficient in all Microsoft Office and Salesforce applications
About Us

At IHS Markit, we're changing the way the world interacts with information. Our dynamic team consists of more than 15,000 analysts, data scientists, industry experts, and software developers serving 80% of the Fortune Global 500. IHS Markit (NYSE:INFO) is a world leader in critical information, analytics and solutions for the major industries and markets that drive economies worldwide. IHS Markit automotive experts partner closely with automotive OEMs, dealers, and affiliates to deliver industry-leading audience, measurement, and insights products. The Polk Automotive Solutions are built on the industry's most comprehensive US vehicle databases, ensuring our capabilities span the entire car-buying lifecycle. We deliver a frictionless experience for our customers across all marketing and media channels including linear and advanced TV, digital, websites, social, out-of-home, direct mail, and email. Learn more at IHSMarkit.com/Polk.
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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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only:
The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
Job ID  R29590
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