Customer Support Analyst

Client Success Analyst

The Client Success team is composed of global experienced professionals. The buyside and sell side clients you will be supporting are based across the US and are made up of Tier 1 to 3 clients who expect a high level of service. The team is collaborative, hard-working and the work changes daily. You are responsible for a successful customer journey and touch points that create long term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level.

Your interactions with the client will reaffirm and strengthen the organizations relationship with existing accounts and their decision to work with S&P Global Market Intelligence. Through delivering a positive overall client experience and driving increased client adoption this role will educate and spread awareness within our client base. These efforts are a key factor in revenue retention and growth.

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 solutions. You may evolve your career within the Client 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 which will prepare you for relationship management, sales or product specialist roles.

Responsibilities include monitoring all client inbound requests via our case management email system and telephony hotlines to address deals and support requests in a timely manner, in coordination with the global support team (US, EMEA and HK); covering EMEA hours; serving as a direct conduit for all sell-side and buy-side clientele, across all facets of client service and application support; hosting client meetings to assist with training, product demos and transactional support; producing scheduled and/or ad-hoc reporting deliverables in a timely and accurate fashion; trouble-shooting client issues to pinpoint root cause and remediation steps; partnering with Product Build teams to prioritize, track and resolve production issues, to extinguish client interruptions; partnering with Product Specialists to share client feedback and understand strategic road maps; partnering with Professional Services with client onboarding events to ensure appropriate training and user access; keeping abreast of market & regulatory changes that impact service activities, and adapting new team policies/procedures as needed; and cross-training with global counterparts to ensure depth of application knowledge and client coverage.

Basic required qualifications include proficiency in MS Office Suite, interest in the Capital Markets and the financial markets, excellent written and verbal communication skills, exceptional interpersonal skills, good organizational and time-management skills, and the ability to work independently while still interacting within an integrated team structure. Additional preferred qualifications include a bachelor's degree and/or equivalent related work experience, and strong knowledge of internet applications.