Customer Retention Associate

The Revenue Execution Specialist will play a pivotal role within the Market Intelligence Revenue organization, partnering closely with the frontline Revenue team to drive successful renewal execution across D&R and RVS product portfolios. This position involves collaborating with multiple internal stakeholders to ensure alignment with organizational revenue goals. The role offers the opportunity to work in a dynamic, global environment focused on client retention, leveraging cutting-edge tools and fostering strong relationships across a designated territory. The ideal candidate thrives in a results-driven culture and is motivated by partnership and impact.

Key Responsibilities
- Act as a retention champion for Revenue leadership by applying the Customer Retention Framework to support account teams in all retention activities.
- Develop a comprehensive understanding of the renewal process across the product portfolio and provide guidance to Account Managers as needed.
- Manage the end-to-end retention process, including renewal preparation, quote configuration, documentation management, and billing coordination.
- Ensure contracts are accurately generated with correct terms, pricing, and client information, maintaining meticulous attention to detail.
- Obtain necessary approvals from Legal, Product, and Solutions Engineering to process renewals timely and in compliance with policies.
- Document renewal activities and statuses in Salesforce to support accurate revenue forecasting for Senior Leadership.
- Identify and escalate risks or concerns related to renewal timelines, proactively recommending solutions.
- Collaborate with cross-functional partners to resolve open items and escalate delays to leadership when necessary.
- Promote the use of enablement tools, advising frontline teams on pricing, packaging, retention strategies, and upselling opportunities.
- Facilitate timely submission and signature of agreements, ensuring countersigned contracts are returned promptly to clients.
- Verify invoice accuracy and work with collections to address outstanding invoices, ensuring compliance with client PO requirements.
- Distribute monthly Accounts Receivable reports to Account Management teams to prevent payment delays and account suspensions.
- Continuously upskill on company operations, processes, and systems to enhance role effectiveness and client satisfaction.
- Provide backup support for team leads and management, completing additional assignments as required.
- Integrate with Account Management teams as a critical resource for retention workflows.
- Contribute positively to the team environment with energy, flexibility, and motivation.

Required Qualifications
- Minimum of 3 years’ professional experience in SaaS or a similar business environment.
- Demonstrated commitment to excellence with a proactive, solution-oriented mindset.
- Strong communication and influencing skills, capable of engaging effectively at all organizational levels.
- Excellent critical thinking and problem-solving abilities with a focus on innovation and efficiency.
- Self-starter who takes initiative and drives independent execution.
- Passion for continuous improvement and curiosity to explore new working methods.
- Fluency in English.
- Client-facing experience, preferably with retention and negotiation exposure.
- Background in Sales, Support, or Enablement is preferred.
- Proficiency in Salesforce, Excel, PowerPoint, and relevant data management/reporting tools.

Preferred Qualifications and Benefits
This role offers significant growth opportunities by partnering with senior leadership on customer retention strategies and working with diverse, global teams. Employees benefit from access to the latest technology and creative solutions to support sales and retention efforts. S&P Global Market Intelligence fosters a results-driven culture emphasizing quality and innovation.

Benefits include:
- Comprehensive health and wellness coverage supporting both mind and body.
- Generous and flexible time off to maintain work-life balance.
- Continuous learning resources to support career growth and skill development.
- Financial security through competitive pay, retirement planning, education programs, and wellness initiatives.
- Family-friendly perks and benefits designed to support employees’ loved ones.
- Additional perks such as retail discounts and referral incentives.

S&P Global is committed to diversity, equity, and inclusion, providing equal employment opportunities to all qualified candidates. The company promotes a collaborative and respectful workplace where innovation thrives through diverse perspectives. This role is based in Islamabad, Pakistan, and is part of a global organization dedicated to delivering essential intelligence that empowers confident decision-making.