Customer Success, Migration Associate

S&P Global Market Intelligence

The Role: Customer Success, Migration Associates

Grade: 7/8/9 (internal)

Hiring Manager: Atta Rabbani

The Location: Pakistan

Additional Locations: India, Philippines

The Team: It’s a dynamic, global team where the work changes daily. You are responsible for a successful customer journey and touch points 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 world-class customer experience. Your role will focus on migration (Capital IQ Pro Upgrade) but may also include onboarding or global strategic accounts.

The Impact: Your interactions with the client will reaffirm and strengthen the organization’s relationship with existing accounts and their decision to work with S&P Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence’s capabilities. These efforts are a key factor in revenue retention and growth.

• What’s in it for you: We are looking for someone to grow with the company by not only evolving your client relationship skills but also your industry and product knowledge to help 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 towards a more product, business development or industry-focused role. You will also develop skills that will prepare you for relationship management, sales or product specialist roles. You will also develop project management skills as you will be responsible for project-managing user and account migrations from start to finish.

Responsibilities:

MIGRATION-focused elements of the role

• Ensure smooth transition for CapIQ clients migrating to the S&P Capital IQ Pro platform
• Work with account team and upgrade program team to complete client migration prep work and devise customer upgrade journey
• Encourage clients to fully adopt CIQ Pro Platform
• Engage with internal stakeholders to support clients for successful migration
• Remove any barriers to ensure timely migration and meet or exceed project plan timelines
• Work together with the account team to project manage the transition plan
• Keep all stakeholders informed of status and appropriately escalate any concerns/issues
• Execute migration strategies set by Account Directors

Client engagement

• Ensure high-touch migration experience for each user
• Execute proactive, creative, and ongoing contact initiatives in partnership with relevant stakeholders
• Educate and spread awareness within the client base about our capabilities to increase overall product usage
• Collect and share feedback - provide platform and product functionality, get feedback from clients, run new release trainings and share client’s feedbacks with teams internally
• Commit to continuous learning of the products suite and services we offer, including ongoing enhancements, new offerings and how they relate to customers workflow
• Leverage internal sales tools to optimize client engagement, e.g., CRM and Cadence systems

What We’re Looking For:

• Positive, proactive attitude and ability to work well in teams
• Client-first mindset – exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
• Excellent organizational skills with the ability to organize, multitask and prioritize in a fast-paced environment
• Ideally experienced in consultative sales or a client-facing role (inside sales, prospecting, sales support, customer support, client relationship management) and in dealing with challenging situations
• Project management experience – the ability to manage multiple projects from conception to completion and ensure that timelines are met and all relevant stakeholders updated
• Strong advocate of continuous learning, personal development, and knowledge application
• Marketing skills are a plus – able to position our products to drive adoption and usage and identify expansion opportunities

Basic Qualifications:

• Bachelor's degree required (Business, Finance, Economics or related field preferred)
• Strong MS office (Excel, Word, PowerPoint) skills are required
• 1-3 years work experience in a client-facing role

Preferred Qualifications:

• 2 years of experience in the financial services industry and/or in a sales/account management and/or project management role preferred
• Any knowledge of CRM systems (such as Salesforce, SalesLoft) or research platforms would be advantageous
• Background in project management would be ideal

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About Company Statement:

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 www.spglobal.com/marketintelligence.