JobDescription : TheRole: Product Specialist, Platts Client Services, North America
The Location: New York, NY
The Role: The Product Specialist 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, and integration of S&P Global Platts services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator.
The Team: To ensure that our clients have partners to support them in their success, the Platts Client Service's team leverages their exceptional business intelligence skills to build relationships with clients and help them maximize the value of our product and services in their daily workflows. We value team work and it is crucial that you are a team player in order to be successful within our organization.
The Impact: This position is responsible for both the remote and on-site support and training of Platts' products ensuring customers derive optimal value from Platts services they subscribe to. Through enhancing the customer experience, this role is instrumental in driving dependency and growing interest in Platts products and services. The product Specialist is responsible for facilitating Platts real time, data, newsletters and analytics services into the customer's daily workflow to allow for timely and informed business decisions. Providing exceptional customer service to our customers is the highest priority for S&P Global Platts.
What's in it for you: Opportunity to build your relationship management experience with a strong global brand. As a Product Specialist you will have the opportunity to work with many other departments within Platts and help develop and execute our strategic growth plan across key markets, work closely with the top energy and financial institutions to collaborate and deliver a best in class customer experience to our customers.
Support Customers and Sales in pre and 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 as these activities relate to the use of all related products.
Act as the leader and primary liaison between business unit and Customer base with issues relating to product & technology in the areas of: (1) Hardware / Software Configuration, (2) Product Installation, (3) Data Definition, Mapping & Integration.
Provide Customer onboarding and training via on-site visits, WebEx, phone or email to incorporate Platts' services into their workflow and drive customer satisfaction and retention.
Action top tier escalations for all supported products and services. Provide follow-up as appropriate.
Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference.
Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered.
Assist in creating and maintaining a proactive and learning environment with Client Services, Sales, Marketing and other departments that impact customers.
Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support.
Regularly attend management, sales, and editorial meetings to present core service intelligence, be well informed of all changes regarding clients and markets
Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues.
Collect report and act on Voice of Customer feedback acquired from Client interactions. Recommend process/product improvements and enhancements based on feedback.
What We're Looking For: Basic Qualifications:
Bachelor's Degree from an accredited college or university
Ability to manage your time and work under pressure and with short lead times.
Experience with Customer Relationship Management (CRM) systems for recording transactions and reporting metrics.
Proficiency in Microsoft Office packages, Salesforce and third party Channel platform (preferred) e.g. Bloomberg, Drilling Info, Refinitiv, ProphetX, etc.
Previous face to face and virtual training experience working with people of all levels essential
Proven ability to train people at all levels
Proven ability to work alone as well as in a team and work to tight deadlines.
Solid Customer Service experience, complex problem solving experience to be able to assist clients.
Proactively understand customers' needs and absorb critical information that could result in additional sales opportunities.
Possess technical knowledge to support and train Platts services to both internal and external Customers.
Use organizational/time management skills to prioritize workload, schedule trips and training sessions.
Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process.
Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with clients and all staff levels
Knowledge of energy/commodity/ financial markets is preferred
Able to travel within a fixed geography.
At S&P Global Platts, we provide the insights; you make better informed trading and business decisions with confidence. We're the leading independent provider of information and benchmark prices for the commodities and energy markets. Customers in over 150 countries look to our expertise in news, pricing and analytics to deliver greater transparency and efficiency to markets. S&P Global Platts coverage includes oil and gas, power, petrochemicals, metals, agriculture and shipping.
S&P Global Platts is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.platts.com.
S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local 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.
The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
Internal Number: 5602898
About S&P Global
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