Serafin Santiago Gonzalez Medina

As a relationship manager, I own a renewable book of business within our clients across Malaysia and Singapore, with a mix between strategic and core client profiles with my client segment being skewed towards banking and capital markets.

My current responsibilities as a relationship manager are to:

• Achieve net renewal rate targets (Client retention).
• Uncovering upselling opportunities within my book of business. Depending on the product, I would run the end-to-end upselling process from lead generation to onboarding.
• Understanding my client's workflow and requirements thoroughly through constant client engagement.
• As a senior team member, I have taken on the responsibility to mentor new colleagues and cover for departing colleagues.

My achievements within this role are as per below:

• Presidents Circle for year 2020
• Overachieving my 2021 target by 22% (116% net renewal rate (NRR))
• Achieving my 2022 NRR target 99.40%, and overachieving to 99.81%
• Overachieved 2023 retention target of 93% by achieving a 98.5% retention rate. I have also achieved my new business targets by helping my sales colleagues close out Greenfield opportunities to achieve my new business targets by 103%
• Overachieved 2024 net renewal rate target of 95% by achieving a 104.5% NRR. Also, overachieved in my new business target by achieving USD 1.29m in new business and price increase, beating my goal by USD 320k.

In this role, I co-manage a team of 7 ASEAN relationship managers with a variety of clientele ranging from Financial Institutions, Governments, and Corporates; while I myself still carry an individual retention and new business target. During this time, our team managed to close out our renewals on time and hit our quarterly retention goal of 94%. Our yearly new business goals are also in line, with majority of team members hitting 100% of their new business goals.

My manager responsibilities in this role are to:

• Ensure the team is following proper team and company guidelines (CRM hygiene - logging meetings, updating opportunities with latest updates, ensuring all client communications are tagged, following proper conduct and company policy, etc.).
• Enable the team members to achieve their goals. This may come in the form of coaching on complex deals, providing guidance on internal processes (potential delays - holidays/change in process), joining the team on client meetings, coach the team on how to effectively use resources available to them, and provide the team with relevant updates that may affect their deals/accounts.
• Drive the team to work with account stakeholders (sales, product, customer success, and executives) to deliver value add to clients to open opportunities for sales.
• Enable the team with opportunities to collaborate by connecting relevant business stakeholders and team members, and arranging knowledge sharing sessions across business lines and divisions (S&P Global has 5 divisions).
• Report upwards to provide retention numbers and team performance to the relevant senior stakeholders. Also serves as an avenue to elevate the team and showcase the team members abilities.
• Align consistently with my co-manager on team activity and performance, and dividing and conquering tasks.

As an associate account manager/client development associate, I supported our ASEAN relationship managers in their daily workflow.

For this role, my responsibilities were to:

• Drive user engagement through thought leaderships, email and call outreaches, and user catch ups.
• Provide workflow specific onboarding sessions for clients.
• Strategize with the relationship managers on how to proactively drive further engagement with accounts.

• My role as a product specialist enabled me to help support our clients in utilizing our SNL platform (now known as the Capital IQ Pro platform), more specifically using the Technology, Media, and Telecommunications datasets.
• During my time as a product specialist, I earned a couple of personal achievements within my team such as the 'Golden Phone' award which is handed out to the highest performing analyst for the month.

• Formed part of the team that turned over stock related documents of former clients to the new transfer agents.