Manager, Client Experience Team – Custom
hace 1 mes
About the Role:
Grade Level (for internal use): 10
The Team: The Client Services team provides support to clients 24 hours per day 5 business days per week. Email and phone support is provided during local business hours in English, Japanese, Mandarin, Portuguese and Spanish from regionally based offices in Beijing, London, Mexico City, New York, Sydney and Tokyo.
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:
- Work directly with clients via phone and email, responding to inquiries, working with subject matter experts on complex queries and troubleshooting client issues.
- Work across a diverse set of cross-functional client teams including marketing, legal, operations, portfolio management, and product development to understand and address unique client needs.
- Draw insights from client interactions and communicate them effectively to appropriate internal teams in order to enhance the overall client experience.
- Speak competently on S&P DJI products and services.
- Introduce new subscribers to S&P SDJI products and services via online and in-person demos.
- Represent 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.
- Troubleshoot client access to proprietary (e.g.: SFTP, SPICE) and non-proprietary (e.g.: Bloomberg, FactSet) data distribution platforms.
- Confidently answer client inquiries received via email and phone with little to no assistance; proactively look for ways to learn more about S&P DJI products and services, its business and how clients utilize our data.
- Prioritize inquiries, 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 Indices: 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.
Job ID: 307803
Posted On: 2024-10-04
Location: Mexico City, Mexico
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