Grade Level (for internal use):

Grade: 8
The Location: Islamabad, PK
The Team: It’s a dynamic global team, where the work changes daily. You are responsible for a successful customer journey and touchpoints that create long-term client engagement, driving adoption, retention, user/usage growth, and supporting strategic objectives on the account level. This team will develop and execute data-driven processes to deliver world-class customer experience. Your role may focus on migration, onboarding, or global strategic accounts.

The Impact: Your interactions with the client will reaffirm and strengthen the organization’s relationship with existing accounts and their decision to work with S&P Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence’s capabilities. These efforts are a key factor in revenue retention and growth.

What’s in it for you: We are looking for someone to grow with the company by not only evolving your client relationship skills but also your industry knowledge and product knowledge to help clients get the most value from market-leading analytical solutions and data services. You may evolve your career within the Customer Success Team by growing within your role or shifting your focus within the team towards a more product-focused role. You will also develop skills that will prepare you for relationship management or product specialist roles. 

Responsibilities: 

CS, ADOPTION/USAGE
• Developing and executing proactive, creative, and ongoing contact initiatives in partnership with the marketing and relevant account team(s).
• Drives continuous service improvement with the ultimate goal/focus of product adoption and usage growth.
• Evolves the profiles on accounts including all affiliations, geographic presence, and business interests through Sales Force.
• Educate and spread awareness within the client base about our capabilities to increase usage, leveraging the knowledge of product specialists Increase adoption/usage by focusing on distinct users to increase usage and the overall increase in the number of users
• Provide a platform, product functionality, and new release training (on-site or virtually) specific to a user job function and gather client feedback to support product enhancements.
• In partnership with our usage analytics team, monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the development of renewal proposals and potentially identify upsell opportunities
• Ongoing learning, and deepening that knowledge, of the suite of products and services offered and ongoing enhancements and new offerings and how they relate to customers
• Understand customer business and market trends and suggest ways to help clients address them through education on the product and/or connecting them with the right people internally to address those needs
• Ensure enhancement requests from clients are routed to product stakeholders.
• Leverage internal sales tools to optimize client engagement, eg. CRM and Cadence systems

CS, MIGRATION
• focused elements of the role are assigned to migration
• Ensure a smooth transition for CapIQ clients migrating to the Market Intelligence platform
• Encourage clients to fully adopt the MI Platform
• Engage with internal stakeholders to support clients in successful migration
• Removing any barriers to ensure timely migration – meet or exceed project plan timelines
• Work together with the account team to project manage the transition plan
• Keep all stakeholders informed of the status and appropriately escalate any concerns/issues.
• Execute migration strategies set by the Account Directors

What We’re Looking For: 
• Positive, proactive attitude and ability to work well in teams
• Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction.
• Goal and action-orientated, with the ability to organize, multi-task, and prioritize in a fast-paced environment
• Ideally experienced in consultative sales or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

Basic Qualifications:
• Bachelor's degree required (Finance, Economics or related field preferred)
• Excellent communication skills
• Strong MS Office (Word, Excel, PowerPoint) skills are required

Preferred Qualifications:
• 1+ year of project or program management experience

• 1-3 years of work experience (2 years of experience in the financial services industry and/or in a sales/account management role preferred) including a customer-facing role
• Any knowledge of CRM systems (such as Salesforce.com, SalesLoft) or research platforms would be advantageous

About S&P Global Market Intelligence: At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep, and insightful. We integrate financial and industry data, research, and news into tools that help track performance, generate alpha, identify investment ideas, understand industry dynamics, perform valuation, and assess credit risk. Investment professionals, government agencies, corporations, and universities globally can gain the intelligence essential to making business and financial decisions with conviction.
Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies, and governments to make decisions with confidence. For more information, visit: S&P Global Market Intelligence
To all recruitment agencies: S&P Global does not accept unsolicited agency resumes. Please do not forward such resumes to any S&P Global employee, office location, or website. S&P Global will not be responsible for any fees related to such resumes.
S&P Global is an equal opportunity employer committed to making all employment decisions based on merit, capability, and equality of opportunity, without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local law, or any other characteristic that has no bearing on a person’s ability to perform his or her job.

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.