Manager, Client Experience Team

**About the Role**:
**Grade Level (for internal use)**: 10
**About the Role**:
**The Team**:
**Work Schedule**: 9am-6pm flexible (Mex time)
**Responsibilities and Impact**:
The Client Services team strives to provide the highest level of support to S&P DJI’s clients with the ultimate goal of encouraging retention through the enhancement of the overall client experience. The team supports both global and regional clients including but not limited to Asset Managers, Endowments and Foundations, ETF product providers, Investment Management Consultants, Insurance companies, Investment Banks, and Pension Funds.
As a Client Service specialist, you will work collaboratively with a wide cross section of teams within S&P DJI including index production, sales, product management, marketing and technology, providing you with a broad foundation in both indexing and S&P Dow Jones Indices’ unique business model. The role provides direct exposure to some of the largest, sophisticated indexers in the world, assisting users with S&P DJI data, files and delivery platforms. With experience, responsibilities can include supporting and leading client transition projects such as file format changes and delivery platform upgrades, service enhancements including Knowledge Base, Frequently Asked Questions and other self-service tools and process improvements to increase the effectiveness and efficiency of Client Service day-to-day activities.

**Responsibilities**:
Working across a diverse set of cross-functional client teams including marketing, legal, operations, portfolio management, and product development and to understand and address unique client needs.
Drawing insights from client interactions and communicating them effectively to appropriate internal teams in order to enhance the overall client experience.
Speaking competently on S&P DJI products and services.
Introduce new subscribers to S&P SDJI products and services via online and in-person demos.
Representing the client point of view when preparing and implementing modifications to data services; proactively assist in developing communications, FAQs, and project plans for various client transitions including platform updates, delivery enhancements and product decommissions.
**Troubleshooting client access to proprietary (e.g.**: SFTP, SPICE) and non-proprietary (e.g.: Bloomberg, FactSet) data distribution platforms.
Prioritize inquires, multi-task and thrive in a team environment.
**What We’re Looking For**:
**Basic Required Qualifications**:
**Minimum education requirement**: BA in Finance, Economics or related.
Proven proficiency in English
Experience in Financial Services, preferably in a client-facing support role.
Demonstrable experience using Excel.
An independent self-starter, ability to work individually and within a team.
Strong writing skills; must be able to communicate complex concepts in writing.
Flexibility to modify regular shifts based on needs of coverage
Detail oriented and organized with good time management skills
Comfortable presenting and training clients in both one-on-one and group settings.
**Additional Preferred Qualifications**:
Experience coordinating and leading meetings; documenting action items and following through to completion. Proficiency in creating documentation including training materials and FAQs for clients
Portuguese language skills are an asset.
Knowledge of Salesforce CRM platform is a plus.
Ability to multi-task under tight deadlines
About S&P Global Dow Jones Indic e s
At S&P Dow Jones Indices, we provide iconic and innovative index solutions backed by unparalleled expertise across the asset-class spectrum. By bringing transparency to the global capital markets, we empower investors everywhere to make decisions with conviction. We’re the largest global resource for index-based concepts, data and research, and home to iconic financial market indicators, such as the S&P 500 ® and the Dow Jones Industrial Average ®. More assets are invested in products based upon our indices than any other index provider in the world. With over USD 7.4 trillion in passively managed assets linked to our indices and over USD 11.3 trillion benchmarked to our indices, our solutions are widely considered indispensable in tracking market performance, evaluating portfolios and developing investment strategies.
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