TECHNICAL RELATIONSHIP MANAGER, CUSTOMER SUCCESS

The Role: Technical Relationship Manager, Customer Success

Grade (relevant for internal applicants only): 09

The Location: Islamabad, PK

Work Shift: US daytime hours

The Team:

The Customer Success Technical team is responsible for proactively working with Strategic Accounts globally, with the prime goal of being a single point of contact for all Technical questions and/or firm-wide issues and interactions at the Account - for S&P Global stakeholders as well as Client stakeholders

Impact:

Directly assist in user and usage growth, helping to facilitate renewals

Responsibilities:

• You will be assigned a book of Strategic Accounts based in US and/or EMEA where you will be the Customer Success Technical Associate responsible for all MI technical initiatives and escalations. This role does not involve managing others

• As part of the Account team, assist Account Directors and Relationship Managers with technology related items at their Accounts, and bring to bear appropriate S&P Global resources (Product Management, Enterprise, Product Dev, Tech Support, etc.) as appropriate to quickly resolve issues and/or implement technology initiatives

• Be an integral part of Account team to provide White Glove service to Strategic Accounts to grow users & usage so that Account renewals are not impacted negatively by Technology issues or deficiencies

• Conduct periodic comprehensive Technical Account reviews to ensure that any potential service gaps are addressed 

• Proactively liaise with enterprise level IT and Market Data contacts on a scheduled basis (ex: monthly, quarterly) to keep them informed about platforms and technology, and work on the ever increasing regulatory and risk reviews of technical environments, vendors, and platforms

• Provide feedback and early warning to internal S&P Global Product teams regarding client technology direction

• Take ownership and work with client enterprise level IT and Market Data contacts to ensure product packaging and trouble-free deployment to users

• Manage overall deployment of new platforms and updated Excel plugin versions, and retirement of legacy platforms in the 2021 and beyond time frame to assigned Accounts

What We Are Looking For:

• Ability to work US and/or EMEA daytime hours. There is no possibility to switch shifts to Pakistan daytime hours

• Excellent written and verbal English communication skills.

• Prior experience in technical role, preferably in a client facing role. Strong proficiency in technology in a corporate environment, computer applications and Windows operating systems

• You have basic understanding of finance industry

• You possess strong multi-tasking, analytical, and troubleshooting skills

• You have an appetite for providing superb customer service

• Solid understanding & working knowledge of MS Office (Word, Excel, PowerPoint)

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, and/or Data Science related field preferred but not required if your current/past role included technology

• Excellent written and verbal English communication skills and are able to communicate via phone and email

• Meaningful experience of 4+ years with client service, service desk, technical project management, or experience in a technical setting

• Self-starter, works well with minimal supervision

• Ability to multitask and project manage issues or initiatives to successful conclusion

• Organized and have the ability to collect, analyze and summarize data to measure progress against goals

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 .