The Role: Customer Care Advisors Specialist
The Grade/Level: (relevant for internal applicants only) 9
The Location: Houston, TX, Denver or Remote
The Team: This position is responsible 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 focuses on Customer Support and Education, Client Engagement, Onboarding and Retention for our clients globally.
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 has a direct impact towards increasing sales revenue in the specific instances of increasing retention rates, support upsell opportunities and supporting customer trials, as well as customer education on the various Commodity Insights services.
What’s in it For You:
S&P Global Commodity Insights is seeking a Customer Care Advisors Specialist to cover territory across Europe, while you will be mainly focused on clients based in Europe, you will be expected to support customer globally within your working hours.
The role is responsible for partnering with Sales and Client Development Managers to provide the best possible customer experience to support new customer business, existing customer retention and existing customer growth through on-site support, training (both online and on-site), and integration of S&P Global Commodity Insights services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator.
As part of building your personal brand you will be given the opportunity to:
Partner with customers in developing their strategic direction.
Meet customer 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:
Support Customers and Sales in post-sale activities in the effort to enhance the customer experience. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation & Implementation / Problem-Solving / On-going support/ Account and User Onboarding and 6 month touch points as these activities relate to the use of all related products.
Proactively / reactively provide Customer training via on-site visits, Microsoft Teams/ Zoom, phone or email to incorporate Commodity Insights’ services into their workflow and drive customer satisfaction and retention
Develop an understanding of the users and their needs across multiple disciplines and be their ‘voice’ within the business by conveying customer feedback to the relevant stakeholders.
Create and deliver complex workflows in a straightforward and clear manner.
Troubleshoot client issues to determine root cause and provide a reasonable resolution.
Support client retention, through proactive touchpoints, events and publications and to re-engage inactive users.
Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM (Salesforce).
Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams.
Log customer interactions and communications in Salesforce.
Track usage of all products across roles within the assigned customer portfolio and address underutilization through additional trainings and workshops.
What We’re Looking
2+ years of experience working in a customer-facing role and managing client relationships.
General knowledge and experience in the Oil and Gas and/or Agribusiness industry or in the business intelligence domain is preferred.
Previous face to face and virtual training experience working with people of all levels essential, Proven ability to train people at all levels.
Strong analytical skills and technical support experience with ability to respond to tight deadlines demonstrating attention to detail.
Proven ability to work alone as well as in a team and work to tight deadlines.
Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers.
Experience using CRM tools, Saleforce.com an advantage.
Proficiency in Microsoft Office packages.
Compensation/Benefits Information (US Applicants Only):
S&P Global states that the anticipated base salary range for this position is $49,400 USD to $89,300 USD. 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, visit link 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 Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets.
Equal Opportunity Employer
S&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), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)
Job ID: 289057
Posted On: 2023-07-01
Location: Houston, Texas, United States
