Trial Management Associate, Customer Success Team

The Role: Trial Management Associate, Customer Success

Grade: (relevant for internal applicants only) 08 

The Location:  Islamabad, PK

 Role Overview: You will support the sales organization by helping trial users establish value in our products. You will work closely with sales representatives

The Team:  It’s a dynamic global team, where the work changes daily.  You are responsible for a successful customer journey and touchpoints that create long-term client engagement, driving adoption, retention, user/usage growth, and supporting strategic objectives on the account level.  This team will develop and execute data-driven processes to deliver a world-class customer experience. 

The Impact:  Your interactions with potential clients on trial will determine if they go into business with  S&P Market Intelligence or not.  Through delivering a positive overall client experience for trial users by onboarding them, giving product demonstrations and creating a value hypothesis, this role will help us convert trial accounts into customers.

What’s In it for You:  We are looking for someone to grow with the company by not only evolving your relationship-building skills, but also your industry knowledge and product knowledge to help prospects and clients get the most value from market-leading analytical solutions and data services. You may evolve your career within the Customer 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 that will prepare you for sales, relationship management or product specialist roles.

Responsibilities:  

• Partner with the assigned sales team to understand their priorities and do outreach to trial users accordingly

• Ensure that all trial users are onboarded and are given product demonstrations

• Conduct diagnostic conversations to identify problems; expand the cast of characters for the account on trial

• Analyze usage trends on a regular basis to create a follow-up strategy for trial accounts

• Develop a strong understanding of our products to be able to give demonstrations on a regular basis

• Support the sales team with administrative support for trial setup on CRM

• Prepare and analyze sales pipeline reports and dashboards.

• Build and cultivate prospect relationships by initiating communications and conducting follow-up communications in order to move opportunities from the trial to negotiation stage.

• Grow product and business development knowledge by sitting in with various team members, attending the demos you set, and asking for feedback on a regular basis.

• Continuous learning to stay on top of tools, techniques, trends, understanding of the market, customers, and competition

• Timely management of data for new and prospective clients within CRM, recording all communications, information is accurate, and documents attached.

• Monitor and manager day-to-day time and priorities to deliver results

• Collaborate with peers, particularly around best practices, competitive intel, and sales strategy

What We’re Looking For:

In a nutshell, the right candidate will be one who works well under pressure, thinks out of the box, easily initiates relaxed but informative two-way conversations with prospects, and is highly self-motivated. The right candidate will also understand how to assess a company's needs and cater the Outreach to each prospect specifically.

Required Skills:

• Bachelor’s degree preferred  

• 1-3 years of telemarketing and/or telephonic customer service experience.

Additional Skills:

• You have a proven track record of achieving targets, daily/weekly/monthly activity goals, research, and pipeline development goals

• A proven track record of strong client relationships

• Excellent client service skills

• Goal and action orientated, with ability to work under the pressure of targets in a business development environment  

• Experience in dealing with challenging situations, i.e. objection handling and overcoming gatekeepers, and overcome rejection with charisma and courage

• Solid organization, multi-tasking, and prioritization skills  

• Strong communication skills, both verbal and written with the ability to engage a senior-level audience  

• Strong MS office (Word, Excel, PowerPoint) skills are required, and any knowledge of CRM databases (such as Salesforce.com) would be advantageous  

• Knowledge of the financial industry and/or financial divisions/departments a plus

• Collaborative and supportive. You love working with, listening to, and understanding others.

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 the interview about the type of arrangement that is best for you. 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 actively support your return to the workplace.

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