Director, Relationship Management​/Client Development

About the Role

Grade Level (for internal use):
12

The Role:

Director, Relationship Management / Client Development

The Team:
The Director, Relationship Management is an experienced senior-level position within a team that leverages expertise in physical commodity markets to strengthen customer relationships and help customers realize bottom-line benefits from Energy products. Because of the breadth of knowledge, the CDM brings to each relationship, customers view the role as a guardian of the strategic customer relationship, orchestrating the deployment of company-wide resources to deliver value to Commodity Insights accounts.

CDM is responsible for developing and maintaining long-term relationships with a defined customer base to ensure consistently high levels of customer satisfaction.

• Providing the customer with an advocate who provides support and collaboration with products and services from Energy.
• Increase broader adoption of existing and new services as well as the retention of existing business.
• As the customer advocates, they must also provide actionable customer feedback that will enhance Energy products and services to earn client business.
• Primary point of contact for the account, owning the overall customer experience with Energy or Platts.
• Ensures the relationship is managed proactively and consistently at a high standard.
• Balances strategic, long term account priorities with day-to-day execution.
• Maintains alignment between what the customer needs now and what will drive value in the future.
• Builds meaningful, lasting relationships with key and influential customer stakeholders.
• Develop trust through consistent engagement and follow through.
• Navigates effectively across the customer's organization and leverages internal cross functional resources to create measurable value.
• Coordinates the right expertise from across the business to address customer priorities.
• Maintain continuous investigative and collaborative contact with customers to gather strategic insight into their business.
• Identify issues, uncover underlying or unrecognized problems, and help define practical solutions.
• Coordinates with internal functions and third parties to ensure service levels are met and value-added offerings are delivered.
• Works to ensure customer needs are consistently addressed.
• Acts as a broker of capabilities and services for the client, advocating internally to support the customer's goals.
• Facilitates involvement from Sales and other teams to deliver shared outcomes for both the client and Energy or Platts.
• Understands how the customer uses products and services and helps define potential use cases and opportunities for enhancements.
• Applies insight to support adoption of relevant innovations that benefit the customer.
• Monitors and reports on the health of the relationship with strategic accounts.
• Use these insights to guide engagement plans and ensure ongoing satisfaction.

• Plays an instrumental role in the early stages of the sales cycle and account growth by researching the customer's business, identifying and qualifying leads, and partnering with Sales to negotiate and close opportunities.
• Promotes non-benchmark services and helps surface product development needs by coordinating across functions within the customer organization.
• Use industry knowledge to contribute relevant input to product launch and marketing plans.
• Proactively identifies cross selling and upselling opportunities to expand the customer's footprint.
• Drives engagement with product demonstrations across the customer organization to support evaluation, understanding, and adoption.
• Handles incremental sales and incoming orders, partnering with the sales administrator or client services to ensure smooth processing.

• Works in close collaboration with Commercial Managers to align renewal priorities and protect the installed base.
• Prevent cancellations and mitigates risk by ensuring existing clients continue to derive clear, measurable value from Energy or Platts services.
• Ensures clients maximize value from enterprise-wide licenses to maintain loyalty by working closely with Commercial Managers, Commodity Specialists, Customer Success and other relevant teams to drive adoption, retention and growth.

• Communicates potential client and market shifts, changes in sentiment, and emerging customer needs to the appropriate internal stakeholders.
• Monitors and reports on Energy or Platts service usage levels to track adoption and performance.
• Contributes to the Account Plan and supports its implementation through day-to-day execution and follow-up.
• Partners with other CDMs across regional boundaries to ensure the customer account plan is developed and executed consistently and effectively.
• Provides clear updates on status, risk, opportunities, and product development needs.

Salesforce with relevant client activity and inter