Client Services Manager

Job Description

About the Role:Grade Level (for internal use):10The Role: Client Services ManagerS&P Global is a place to learn and grow, surrounded by the best and brightest. A place to challenge yourself and advance your career. If youre a pioneer or a thinker, theres a role for you to play in ourmission to help accelerate progress in the world. We provide the worlds leading organizations with the right data, connected technologies, and expertise they need to move ahead. As part of our team, youll help solve complex challenges that equip businesses, governments, and individuals with the knowledge to adapt to a changing economic landscape.At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.The Role :The Client Service Manager (CSM) is instrumental in ensuring that Commodity Insights customers receive maximum value from their services, closely partnering with Commercial Managers and Client Development Managers to provide the best possible customer experience to our client base. As a holder of subject matter expertise, the CSM is responsible for onboarding new clients following contract close and providing customers with the support and training required to enable the integration of Commodity Insights services within their workflows. As a key communication channel between functions, the CSM ensures the two-way internal flow of market, product, and client information. The Client Service team responds to product updates and is responsible for notifying users of product retirements.This position is responsible for both the remote and on-site support and training of Commodity Insights products ensuring customers derive optimal value from the real-time services they subscribe to. Through enhancing the customer experience, this role plays a key part in retention and lead generation. This position is also responsible for serving as a knowledgeable resource.The Team : The business has a collaborative, and performance-driven atmosphere with an entrepreneurial spirit. We value teamwork. You must be a team player to be successful within our organization.You will be working as part of the S&P Commodity Insights Client Service Team in the EMEA region, focusing on providing Training and Support to corporate clients in Saudi Arabia and other countries in the Middle East.The Impact : Commodity Insights a division of S&P Global, is a leading global provider of energy and metals information. With nearly a century of business experience, Commodity Insights serves customers across more than 150 countries. From offices worldwide, we serve the oil, natural gas, electricity, nuclear power, coal, petrochemical. Agriculture and metals markets. Commodity Insights real time news, pricing, analytical services, and conferences help markets operate with transparency and efficiency. Traders, risk managers, analysts, and industry leaders depend upon Commodity Insights to help them make better trading and investment decisions.This role will promote strong, long-lasting business relationships and raise S&Ps credibility by providing support, training and product knowledge to our customers. The role will also support Commercial Managers and Client Development Mangers in the Country.Whats in it for you The role offers the opportunity to be a part of a world-class global organization that can drive business growth across all commodity classes and distribution channels.As part of building your personal brand you will be given the opportunity to:

• Partner with customers in developing their strategic direction.
• Meet customers face to face.
• Build and maintain both global and local relationships internally and with customers.
• Work in a highly collaborative and passionate team environment.
• Contribute to global and local initiatives.
• Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development.

Responsibilities:

• Working within one of the worlds foremost commodity data, news & analytics providers, you will act as a Client Services Manager for Commodity Insights customers in the Kingdom of Saudi Arabia and other countries in the Middle East.
• Ensure that Commodity Insights customers receive maximum value from their services, closely partnering with Commercial Managers and CDMs to provide the best possible customer experience to our client base
• Proactively / reactively provide Customer training via on-site or remotely (via Microsoft Teams) to incorporate Commodity Insights services into their workflow and drive customer satisfaction and retention
• The CSM solicits Voice of the Customer feedback during client interactions and training sessions ensures that this feedback is shared with the appropriate teams and added into CRM (Salesforce).
• As a holder of subject matter expertise, the CSM is responsible for onboarding new clients following contract close and providing customers with the support and training required to enable integration of Commodity Insights services within their workflows.
• Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues.
• Where appropriate, the CSM collaborates with Channel Partners, ensuring unification of service delivery between Commodity Insights and third-party vendors.
• Track usage of all products across roles within the assigned customer portfolio and address underutilization through additional trainings and workshops
• Serve as a key communication channel between functions, the CSM ensures the two-way internal flow of market, product and client information.
• The Client Service team responds to product updates and is responsible for notifying users of product retirements.

What Were Looking For: We are looking for a high-performing Client Services Manager to help us provide the best possible customer experience to our client base. The role will focus on putting the customer at the center of everything we do, understanding customer needs and keeping our company competitive and innovative. This role will be a team player with experience in customer support roles and product and/or knowledge of the commodity, oil & gas, energy, power, or related industries is preferred.Basic Qualifications:

• 5+ years of experience in customer support roles. Must demonstrate achievement of strong performance.
• Strong customer-facing and training skills, possess high integrity.
• Experience in working in the business intelligence industry.
• Previous face-to-face and virtual training experience working with people of all levels is essential.
• Proven ability to train people at all levels.
• Bachelors degree in business, commerce, or related subjects preferred.
• Excellent written, verbal, and presentation skills and ability to articulate complex product information to customers. Ability to confidently speak to our clients.
• Strong personal integrity and a confident and positive manner.
• Entrepreneurial mindset; demonstrates drive, initiative, energy, and sense of urgency.
• Strong organizational and time management skills, coupled with the ability to embrace change.
• Strong creative problem-solving skills and the ability to resolve conflict.
• Commodities and energy industry knowledge a plus.
• Solid planning and organization skills, able to prioritize.
• Competent with systems (Salesforce/ Equivalent CRM, MS Tools).

About S&P Global Commodity InsightsAt S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.Were a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the worlds foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the worlds leading organizations navigate the economic landscape so they can plan for tomorrow, today.For more information, visit http://www.spglobal.com/commodity-insights.Whats In It For YouOur Purpose:Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.Our People:Were more than 35,000 strong worldwide-so were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Were constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.Our Values:Integrity, Discovery, PartnershipAt S&P Global, we focus on Powering Global Markets. Throughout our history, the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.Benefits: We take care of you, so you can take care of business. We care about our people. Thats why we provide everything you-and your career-need to thrive at S&P Global.Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summariesDiversity, Equity, and Inclusion at S&P Global:At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation - Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesnt stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.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: [Confidential Information] 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), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)

Keyskills :
up-sell personal integrity articulation market information Training face-to-face training product updates MS Tools commodities entrepreneurial mindset Problem-solving Conflict Resolution Organizational Skills cross-sell communication Creati

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