Senior Customer Success Manager

S&P Global; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you'll foster strong relationships and drive engagement with clients in the oil and gas sector. This role emphasizes customer satisfaction and success, providing you with opportunities for professional growth and collaboration across departments. You'll leverage your expertise to support customers, enhance their experience with innovative products, and contribute to the overall success of the organization. If you're resourceful, adaptable, and passionate about making an impact, this is the perfect opportunity for you.

Benefits

Comprehensive healthcare coverage

Generous leave policies

Resources for career growth

Competitive pay

Retirement plans

Education support

Retail discounts

Referral rewards

Qualifications

• 5-8 years of experience in oil and gas preferred.
• Strong technical knowledge to support and train on services.
• Excellent communication and presentation skills.

Responsibilities

• Support pre-sale and post-sale activities to increase revenue.
• Deliver customer training and integrate services into workflows.
• Monitor customer health metrics and proactively address concerns.

Skills

Communication Skills

Analytical Skills

Customer Relationship Management

Problem-Solving

Presentation Skills

Technical Knowledge of Commodity Insights

Time Management

Fluency in English

Education

Degree in Geoscience, Engineering, or related field

Tools

Power BI

Tableau

Microsoft Office

CRM Platforms

AI Technologies

Job description

About the Role:

Grade Level (for internal use): 11

The Role: This position supports business growth and customer retention in customer success, ensuring customers derive maximum value from our upstream oil and gas products and services. It also serves as a knowledgeable resource on industry best practices and product usage for colleagues and customers.

The Team: The Asia Pacific Customer Success Team is a motivated, collaborative group that demonstrates value through Commodity Insights services, reinforcing each member's contributions.

The Impact: The Customer Success Manager will build strong customer relationships, drive engagement and satisfaction, support new business, retain existing customers, and foster growth through on-site support, training, and integration of services into customer workflows. The goal is customer success with our products and services.

What’s in it for you: Opportunities for professional development as an industry expert, engagement with senior executives, and career growth within S&P Global through collaboration across departments.

Responsibilities:

1. Support pre-sale and post-sale activities with customers and Sales to increase revenue and retention, including business analysis, training, documentation, adoption analysis, problem-solving, and ongoing support.
2. Act as the primary liaison for product, service, and technology issues between the business unit and customers.
3. Deliver customer training via on-site visits, virtual meetings, phone, or email to integrate Commodity Insights services into workflows.
4. Build and maintain relationships with key stakeholders.
5. Conduct regular check-ins and business reviews to assess satisfaction and identify improvements.
6. Monitor customer health metrics and proactively address concerns to reduce churn.
7. Handle escalations, follow up appropriately, and log interactions in CRM platforms.
8. Collaborate with Sales to identify upsell and cross-sell opportunities.
9. Leverage AI technologies for insights, recommendations, and to promote AI-related products.
10. Stay informed on industry trends, API integrations, AI, and data analytics.
11. Gather and act on Voice of the Customer feedback, recommending process improvements.
12. Serve as Subject Matter Expert in designated areas within Customer Success and Sales.
13. Manage and execute special projects as assigned.
14. Perform other duties as required.

What We’re Looking For:

Resourceful, adaptable, creative, detail-oriented, energetic, and positive attitude.

Qualifications:

• Degree in Geoscience, Engineering, or related field.
• 5-8 years of oil and gas experience; strong aptitude candidates with less experience considered.
• Fluent in English; second language is an advantage.
• Excellent presentation skills and ability to customize demonstrations.
• Confident, patient, clear communication skills.
• Self-motivated, able to work independently and under pressure.
• Technical knowledge to support and train on Commodity Insights services; programming, Power BI, Tableau skills are advantageous.
• Influence skills across organizational levels.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office; understanding of API and cloud concepts.
• Familiarity with AI technologies is a plus.
• Analytical skills to improve processes and gain stakeholder buy-in.
• Flexible to cover colleagues’ work as needed.
• Excellent listening, written, and oral communication skills.
• Willingness to travel within Southeast Asia.

About S&P Global Commodity Insights

Our comprehensive view of global energy and commodities markets helps customers make confident decisions and create sustainable value. We connect thought leaders, market participants, governments, and regulators to co-create solutions for progress. Our coverage includes oil and gas, power, chemicals, metals, agriculture, and shipping.

S&P Global Commodity Insights is part of S&P Global (NYSE: SPGI), a leading provider of credit ratings, benchmarks, analytics, and workflow solutions. We help organizations navigate the economic landscape to plan for the future.

For more information, visit http://www.spglobal.com/commodity-insights.

What’s In It For You?

Our Purpose: Progress requires a catalyst—information, imagination, people, technology—to unlock possibilities and change the world. We transform data into Essential Intelligence, helping organizations manage risks and seize opportunities, accelerating progress.

Our People: Over 35,000 worldwide, driven by curiosity and shared belief in impactful intelligence. We innovate in sustainability measurement, energy transition analysis, and workflow solutions, empowering positive change globally.

Our Values: Integrity, Discovery, Partnership. We focus on powering global markets with integrity, a spirit of discovery, and collaborative partnerships.

Benefits:

• Health & Wellness: Comprehensive healthcare coverage.
• Flexible Downtime: Generous leave policies.
• Continuous Learning: Resources for career growth and skill development.
• Invest in Your Future: Competitive pay, retirement plans, education support, and financial wellness programs.
• Family Perks: Support for partners and children.
• Additional Perks: Retail discounts, referral rewards, and more.

More details at https://spgbenefits.com/benefit-summaries.

Inclusive Hiring and Opportunities

We promote an inclusive environment, emphasizing fairness, transparency, and equal opportunity. We value diverse perspectives and foster a respectful, collaborative culture that drives innovation.

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Equal Opportunity Employer

S&P Global is committed to equal opportunity employment. Qualified candidates will be considered regardless of race, ethnicity, gender, sexual orientation, age, disability, or other protected statuses. For accommodations, contact [e-mail].

US candidates can review protections at EEO Law Poster and learn about pay transparency at Pay Transparency.