About the Role:

Grade Level (for internal use):

07

The Role: Client Success Analyst

The 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 coverage

What 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 structure

Flexible Working
We 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:   7

The Location:   Dallas

Compensation/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.

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.

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

Our 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:

We're more than 35,000 strong worldwide—so we're 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. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re 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, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's 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. That’s 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: It’s 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-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)