Job Description

The Role: Customer Success Associate

Grade: 9A

The Location: Gurgaon/Hyderabad/Ahmedabad

The Team: A dynamic global team, focused on large global accounts. You are responsible for delivering a successful customer journey and touch points that create long term client engagement, driving product 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.

The Impact: You will be a key member of the Customer Success Team, responsible for creating, executing, and continuously improving the customer experience. You will work directly with the team to help our clients achieve their business needs. In this role you will partner with key senior stakeholders across Commercial and Product organizations to establish and refine best practices.

Responsibilities

• Lead client engagement initiatives, driving product adoption, retention.
• Build strategic plans for product adoption on the account level within your Book of Business, and lead the initiatives with various internal stakeholders to achieve your objectives
• Build and maintain strong relationships with clients at all levels, and become their partner - i.e. end-users, business heads, senior managers, etc.
• Proactively assess and address user needs in order to drive the best possible client experience
• Create awareness in the user base of existing and new offerings and advise the best solutions, so that it is relevant and effective to users
• Identify referral opportunities for S&P Global Market Intelligence and cross-divisional services as part of client outreach
• Raise product/service enhancement queries, provide client feedback on core products. Keep team informed of competitive landscape and process change
• Drive adoption of tools that support and enable Customer Success Associates to be more effective (i.e. SalesLoft, etc.)
• Inspire proactive activity and foster a positive and collaborative culture across Customer Success team as well as all stakeholder teams

Qualifications

What We're Looking For:

• Bachelor degree. Holder in Finance, Economics or related working experience is preferred
• Minimum 3 years of relevant Sales or Clients Servicing experience in the financial sector (either at a vendor or a Financial Institution such as Investment Management/Investment Banking/Private Equity Institution/Corporate Treasury) is preferred
• A persistent and proactive mindset to drive growth across client accounts with confidence
• Strong knowledge and understanding of Capital Markets and Financial Services Industry
• Excellent problem solving skills and analytical capabilities (eg. financial modeling)
• Solid presentation and communication skills (face to face, large groups, remotely)
• Team player and able to collaborate with global counterparts
• Ability to think creatively and optimize processes. Aptitude for problem solving, organized and detail oriented with strong written and oral communications skills.
• Advanced knowledge of SalesForce, Microsoft Excel, and MS Office

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 competitive and 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.

S&P Global 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

S&P Global is an equal opportunity employer committed to making all employment decisions on the basis of merit, capability and equality of opportunity, and 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.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)

Location: Gurgaon, Haryana, India