Client Service Manager

Recruiter
IHS Markit
Location
London, United Kingdom
Salary
Competitive
Posted
01 Dec 2022
Closes
23 Dec 2022
Ref
17974038
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
S&P Global Commodity Insights
The Role: Client Service Manager

S&P Global Commodity Insights is seeking a Client Service Manager to cover territory across Europe, while you will be mainly focused on clients based in Europe, you will be expected to support customer globally within your working hours. The Client Service Manager is responsible for partnering with Sales and Client Development Managers to provide the best possible customer experience to support new customer business, existing customer retention and existing customer growth through on-site support, training (both online and on-site), and integration of S&P Global Commodity Insights services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator.

This position is responsible both the remote and on-site support and training of Commodity Insights' products ensuring customers derive optimal value from the real-time services they subscribe to. Through enhancing the customer experience, this role plays a key part in retention and lead generation. This position is also responsible for serving as a knowledgeable resource.

The Team: You will be working as part of the S&P Commodity Insights Client Service Team, focusing on providing Training and Support to corporate clients globally on the heritage IHS Markit Energy & Natural Resources (ENR) online solutions.

The Impact: Commodity Insights a division of S&P Global, is a leading global provider of energy and metals information. With nearly a century of business experience, Commodity Insights serves customers across more than 150 countries. From offices worldwide, we serve the oil, natural gas, electricity, nuclear power, coal, petrochemical. Agriculture and metals markets. Commodity Insights' real time news, pricing, analytical services, and conferences help markets operate with transparency and efficiency. Traders, risk managers, analysts, and industry leaders depend upon Commodity Insights to help them make better trading and investment decisions.

What's in it for you:

As part of building your personal brand you will be given the opportunity to:
  • Partner with customers in developing their strategic direction.
  • Meet customer face to face.
  • 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.
Responsibilities:
  • Support Customers and Sales in post-sale activities in the effort to enhance the customer experience. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation & Implementation / Problem-Solving / On-going support/ Account and User Onboarding and 6 month touch points as these activities relate to the use of all related products.
  • Act as the leader and primary liaison between business unit and Customer base with issues relating to product & technology in the areas of: (1) Software Configuration, (2) Product Installation, (3) Data Definition, Mapping & Integration.
  • Proactively / reactively provide Customer training via on-site visits, WebEx, phone or email to incorporate Commodity Insights' services into their workflow and drive customer satisfaction and retention
  • Action top tier escalations for all supported products and services. Provide follow-up as appropriate.
  • Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM (Salesforce).
  • Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered
  • Assist in creating and maintaining a proactive and positive environment with Customer Care, Sales, Marketing and other departments that impact Customers.
  • Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues.
  • Collect report and act on Voice of the Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback.
  • Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training.
  • Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams.
  • Log customer interactions and communications in Salesforce.
  • Track usage of all products across roles within the assigned customer portfolio and address underutilization through additional trainings and workshops
What We're Looking For:
  • 3+ years relevant experience managing client relationships.
  • Experience in working in the business intelligence industry.
  • Previous face to face and virtual training experience working with people of all levels essential
  • Proven ability to train people at all levels
  • Additional Languages (any of Italian, German, French, Spanish, Portuguese) is an advantage.
  • Proven ability to work alone as well as in a team and work to tight deadlines
  • Flexibility for travel throughout Europe to customer sites (30% of time)
  • Strong technical support experience with ability to respond to tight deadlines demonstrating attention to detail.
  • Experience using CRM tools, Saleforce.com an advantage.
  • Experience in the Oil and Gas and/or Agribusiness industry is an advantage.
  • Proactively understand customers' needs and absorb critical information that could result in additional revenue, potential down-sizing
  • Possess technical knowledge to support and train Commodity Insights services to both internal and external Customers
  • Proficiency in Microsoft Office packages
  • Have a flexible approach to cover colleagues work when needed and travel as advised
  • Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers
Grade/Level ( relevant for internal applicants only ): Level 6 (IHS Markit).

The Location: London, UK; Milan, Italy; Spain Remote; Germany Remote.

About Company Statement:

S&P Global delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you'll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.

S&P Global Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets.
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Equal Opportunity Employer:

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only:
The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
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