The Team : This challenge is frequently complicated by restrictive deadlines mandated by the client. The will work independently and has a unique liaison position, balancing the often conflicting needs and wants of the client and current content collection methods.
Using knowledge of the capabilities and value of the relevant product and distributor software, the Client Services Associate proposes solutions that are workable for all parties.
We are currently seeking a Client Services Associate who will be responsible for supporting existing relationships with S&P Global clients including in-
office phone support, issue resolution, training of existing clients (on-site and via phone / WebEx demonstrations) on information products, proactive customer service outreach to clients, entitlement set up, running usage reports and ad hoc project support.
The Impact : The Client Services Associate interacts with more clients than any other group in the company and directly impacts the client's perception of S&P Global Market Intelligence.
The Client Services Associate promotes the use of S&P Global Market Intelligence products. The Client Services Associate selects appropriate questions to determine the client's knowledge level and the exact nature of their concern.
Answer customer inquiries in a professional, courteous and timely fashion, maintaining a high degree of customer service for all support queries and adhere to all service management principles
Analyze and communicate client concerns as they relate to product offerings, data and marketing policies by documenting recommendations on the client's behalf for product enhancement
Deliver product training to end users as directed by Client Services's management staff
Capture client intelligence from all client interactions into the CRM system (Salesforce) to be data based and made available to other departments in the organization
Conduct effective phone demonstrations on data content and functionality
Actively participate in efforts to pro-actively contact clients according to departmental guidelines to enhance user familiarity and usage of electronic products
Serve as a specialist within Product Support for an area of the S&P Global Market Intelligence offering (specialty will be assigned after probationary period is completed).
This involves answering client questions to an expert knowledge level, as well as acting as a specialty resource for the rest of the Client Services team
Effectively negotiate and communicate when working with other departments within the company including marketing, product management, internal data operations, sales and production
Working shifts from 7am to 4 pm
Basic Qualifications :
BS or BA degree (or advanced student) in Finance / Accounting / Economics is preferred or equivalent work experience is required
Fluent English Mandatory
Additional German language Mandatory
Effective interpersonal communications and troubleshooting skills e.g.
Ability to communicate clearly with large groups of people face to face and at a distance
Strong presentation skills with remote and co- located audiences both small and large
Familiarity with or an interest in learning about financial markets
Excellent working knowledge of Excel and Outstanding PC skills
Desire and flexibility to learn and develop in an ever-changing environment
multi-task in a fast-paced environment and work independently
self-starter , willingness to take on a wide variety of tasks
Demonstrate knowledge of CRM
Previous experience in product and customer support including delivering training to end users advantageous