Customer Support Analyst

The Role: Client Success AnalystThe Team: The Client Success team is composed of global experienced professionals. The buyside and sell side clients you will be supporting are based across the US and are made up of Tier 1 to 3 clients who expect a high level of service. The team is collaborative, hard-working and 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.The Impact: Your interactions with the client will reaffirm and strengthen the organizations relationship with existing accounts and their decision to work with S&P Global Market intelligence. Through delivering a positive overall client experience and driving increased client adoption this role will educate and spread awareness within our client base. 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 knowledge and product knowledge to help clients get the most value from market leading solutions. 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 which will prepare you for relationship management, sales or product specialist roles.Responsibilities: Monitor all client inbound requests via our case management email system and telephony hotlines to address deals and support requests in a timely manner, in coordination with the global support team (US, EMEA and HK) Serve as a direct conduit for all sell-side and buy-side clientele, across all facets of client service and application support Host client meetings to assist with training, product demos and transactional support Producing scheduled and/or ad-hoc reporting deliverables in a timely and accurate fashion Trouble-shoot client issues to pinpoint root cause and remediation steps Partner with Product Build teams to prioritize, track and resolve production issues, to extinguish client interruptions Partner with Product Specialists to share client feedback and understand strategic road maps Partner with Professional Services with client onboarding events to ensure appropriate training and user access Keep abreast of market & regulatory changes that impact service activities, and adapting new team policies/procedures as needed Cross-train with global counterparts to ensure depth of application knowledge and client coverageWhat We’re Looking For: Bachelor’s degree and/or equivalent related work experience Proficient in MS Office Suite, and a strong knowledge of internet applications Language skills are a preference but not essential Interest in the Capital Markets and the financial markets Excellent written and verbal communication skills, with the ability to adapt to all levels of management and clientele Exceptional interpersonal skills that encourage healthy dialogue and trusted client relationships Good organizational and time-management skills to adhere to deadlines and deliverables Ability to work independently while still interacting within an integrated team structureFlexible WorkingWe 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 for you. We will always try to be adaptable wherever we can.Grade/Level: 7The Location: DallasCompensation/Benefits Information (This section is only applicable to US candidates):S&P Global states that the anticipated base salary range for this position is $33.4k - 55k . Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role.In addition to base compensation, this role is eligible for an annual incentive plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here (https://spgbenefits.com/benefit-summaries/us) .About Company Statement:S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work.Equal Opportunity EmployerS&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:  EEO.Compliance@spglobal.com  and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf  describes discrimination protections under federal law.20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)Posted On: 2023-03-26Location: Dallas, Texas, United States