Customer Migration Associate

Description:

The Team: It’s a dynamic global team, where the work changes daily. You are responsible for a successful customer journey and touchpoints that create long-term client engagement, driving adoption, retention, user/usage growth, and supporting strategic objectives on the account level. This team will develop and execute data-driven processes to deliver world-class customer experience. Your role may focus on migration, onboarding, or global strategic accounts.

The Impact: Your interactions with the client will reaffirm and strengthen the organization’s relationship with existing accounts and their decision to work with S&P Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this role will educate and spread awareness within our client base about S&P Global Market Intelligence’s capabilities. 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 analytical solutions and data services. 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 that will prepare you for relationship management or product specialist roles.

Responsibilities

CS, ADOPTION/USAGE

 Developing and executing proactive, creative, and ongoing contact initiatives in partnership with the marketing and relevant account team(s).
 Drives continuous service improvement with the ultimate goal/focus of product adoption and usage growth.
 Evolves the profiles on accounts including all affiliations, geographic presence, and business interests through Sales Force.
 Educate and spread awareness within the client base about our capabilities to increase usage, leveraging the knowledge of product specialists Increase adoption/usage by focusing on distinct users to increase usage and the overall increase in the number of users
 Provide a platform, product functionality, and new release training (on-site or virtually) specific to a user job function and gather client feedback to support product enhancements.
 In partnership with our usage analytics team, monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the development of renewal proposals and potentially identify upsell opportunities
 Ongoing learning, and deepening that knowledge, of the suite of products and services offered and ongoing enhancements and new offerings and how they relate to customers
 Understand customer business and market trends and suggest ways to help clients address them through education on the product and/or connecting them with the right people internally to address those needs
 Ensure enhancement requests from clients are routed to product stakeholders.
 Leverage internal sales tools to optimize client engagement, eg. CRM and Cadence systems

CS, MIGRATION

 focused elements of the role are assigned to migration
 Ensure a smooth transition for CapIQ clients migrating to the Market Intelligence platform
 Encourage clients to fully adopt the MI Platform
 Engage with internal stakeholders to support clients in successful migration
 Removing any barriers to ensure timely migration – meet or exceed project plan timelines
 Work together with the account team to project manage the transition plan
 Keep all stakeholders informed of the status and appropriately escalate any concerns/issues.
 Execute migration strategies set by the Account Directors

What We’re Looking For

 Positive, proactive attitude and ability to work well in teams
 Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
 Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction.
 Goal and action-orientated, with the ability to organize, multi-task, and prioritize in a fast-paced environment
 Ideally experienced in consultative sales or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

Basic Qualifications

 Bachelor's degree required (Finance, Economics or related field preferred)
 Excellent communication skills
 Strong MS Office (Word, Excel, PowerPoint) skills are required

Preferred Qualifications

 1+ year of project or program management experience
 1-3 years of work experience (2 years of experience in the financial services industry and/or in a sales/account management role preferred) including a customer-facing role
 Any knowledge of CRM systems (such as Salesforce.com, SalesLoft) or research platforms would be advantageous