Customer Care Advisors Specialist

Job Description

S&P Global Commodity Insights TheRole: Client Services Advisors Specialist 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 on heritageIHS 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. The Impact: You will be responsible for ensuring the success of a portfolio of Energy and Natural Resources (including Agribusiness) 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 customers business goals, driving greater business value and alignment between S&P Commodity Insights 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. Whats 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:

• Promote maximum value from the customers 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.
• Log customer interactions and communications in Salesforce.
• Deliver onboarding and health check touch points for specific customer segments to drive product adoption and reduce churn.
• 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.
• 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 customers success.

What Were Looking For:

• 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.
• Experience using CRM tools, Saleforce.com an advantage.
• Experience in the Oil and Gas and/or Agribusiness industry is an advantage.
• Additional Languages (any of Italian, German, French, Spanish, Portuguese) is an advantage.
• Ability to travel in the EMEA region (in compliance with Covid-19 regulations) up to 30% time.

Flexible Working (optional) We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best foryou. We will always try to be adaptable wherever we can. Return to Work Have you taken time out for caring responsibilities and are now looking to return to work As part of our Return to Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will activelysupport your return to the workplace. 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 worlds leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, youll help solve complex challengesthat 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. ----------------------------------------------- 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: and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.