Customer Solutions Advisor

Recruiter
IHS Markit
Location
London, United Kingdom
Salary
Competitive
Posted
05 May 2022
Closes
18 May 2022
Ref
14771677
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
About Us

You will be working as part of the IHS Markit Energy & Natural Resources Customer Care Team, which provides Training and Support to corporate clients globally on the Energy & Natural Resources (ENR) online solutions on IHS Markit flagship content platform called Connect.

The team works as a global team, while you will be mainly focused on clients based in the EMEA Region, you will be expected to support customer globally within your working hours.

Your Role

You will be responsible for ensuring the success of a portfolio of Energy and Natural Resources priority accounts and provide your product expertise, when required, to non-priority accounts with high growth potential.

You will bring ideas, innovations, and capabilities to customers and match these to the customer's business goals, driving greater business value and alignment between IHS Markit and the customer. You will be a trusted advisor to our customers, executing success plans, mid-subscription health checks, onboarding and training new users, and key decision makers, and providing best practice in areas such as Onboarding, Adoption and Usage.

You will be involved in ensuring the business delivers on what is promised and ensuring that clients fully utilize the services. The result is increased customer satisfaction, retention and growth.

The ability to work independently as well as in a collaborative, cross-functional team environment is imperative as this position will work closely with Account Management/Sales, Product Management, Marketing, Analysts, and Business Operations.

You will be responsible for:
  • Promote maximum value from the customer's investment in our services and subscriptions, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint
  • Establish Customer Support Best Practices to make sure client's feedback is collected and actioned upon
  • Log customer interactions and communications in Salesforce
  • Create procedures that optimize the customer experience and analyse customer data to identify best practices that the business can adopt to deliver excellent quality of service
  • Deliver onboarding and health check touch points for specific customer segments to drive product adoption and reduce churn
  • Coach customers, through training and ad hoc support, to ensure they are leveraging all available services such as Help & Training, Ask the Analyst, Customer Days, Webinars, Events etc.
  • Track usage of all products across roles within the assigned customer portfolio and address underutilization through additional trainings and workshops
  • Create and implement plan with the account team to grow number of users and overall usage in all target accounts across all services
  • Alert Account team to any subscriptions that appear to be at risk and take appropriate recovery action.
  • Effectively network within accounts from the C-Level down to achieve successful execution of the customer's plan, where appropriate.
  • Develop a comprehensive understanding of typical business challenges faced by our clients and common objectives to appropriately map Energy and Natural Resources product and service features and associated business benefits to address their needs.
  • Serve as a client advocate (Voice of the Customer) in driving industry best practices and the evolution of ENR product and platform functionality, courses and administrative services integral to the customer's success.
  • Communicate new and on-going findings to internal stakeholders-Account Manager, Product Management, Marketing, and/or Analyst as appropriate.
  • Represent the business at trade events and on client site as appropriate.
  • Deliver clients successfully to the contract renewal cycle and, where necessary, support the renewals process to minimize client attrition.
  • Work in collaboration with the rest of the team to create and maintain consistent, effective, and up-to-date proactive user guides to support the training provided.


About You
  • Experience in running presentations for clients
  • Excellent understanding of how large companies operate (many business units, purchasing department, finance team, customer support team, complex decision-making process, etc.)
  • Experience in running presentations for clients
  • Exceptional verbal, written, social and interpersonal skills, as well as expertise in building long-term strategic relationships
  • Strong client services orientation: listening, critical thinking, analytical skills and a high degree of empathy
  • 3+ years relevant experience managing client relationships
  • Experience in working in the business intelligence industry
  • Strong technical support experience with ability to respond to tight deadlines demonstrating attention to detail
  • Ability to work well independently and on a team
  • Strong analytical skill set
  • Ability to meet deadlines and respond to clients timely
  • Ability to handle pressure, juggle multiple responsibilities simultaneously, and work well with a diverse customer base and various internal teams
  • Strong knowledge of and familiarity with the Microsoft office suite; able to create client-ready deliverables in Excel and PowerPoint to present fundamental concepts, critical thinking, and analysis
  • Experience using CRM tools, Saleforce.com an advantage
  • Experience in the Oil and Gas industry is an advantage
  • Additional Languages is an advantage (French, Spanish or Italian)
  • Ability to travel in the EMEA region (in compliance with Covid-19 regulations) up to 30% time


What We Offer
  • Cash incentive plan
  • Attractive benefits package
  • Options to work from home
  • Flexible working hours to allow you to attend your family
  • Opportunity to work with world experts in the field


As part of building your personal brand you will be given the opportunity to:
  • Partner with customers in developing their strategic direction
  • Build and maintain both global and local relationships internally and with customers
  • Work in a highly collaborative and passionate team environment
  • Contribute to global and local initiatives
  • Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
Inclusion and diversity are critical to the success of IHS Markit, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category. For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees, please access our Inclusion & Diversity Statement here .

We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 212 849 0399. Determination on requests for reasonable accommodation are considered on a case-by-case basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.

IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, in order to comply with applicable federal, state, and local vaccine mandates (including those in place for US federal contractors), US employees may be required to provide proof of being fully vaccinated, unless they have been approved for an accommodation due to a medical reason, a sincerely held religious belief or another legally protected reason. T he company also participates in the E-Verify Program to confirm eligibility to work in the US.

For information please click on the following links:

IHS Markit Business Code of Conduct
Right to Work
EEO is the Law
EEO is the Law Supplement
Pay Transparency Current Colleagues

If you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.

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