Client Engagement Management

About the Role:

Grade Level (for internal use):

08

Product Knowledge and Customer Guidance:

• Maintain an in-depth understanding of the company’s products, including their capabilities, limitations, and future development roadmaps.
• Provide expert guidance to customers at any stage of their journey, conducting product demonstrations and addressing any issues or queries effectively.

Marketing and Networking:

• Support marketing initiatives by participating in Index and ETF events, actively developing networks with prospects and clients to enhance market presence.
• Foster strong relationships with internal stakeholders (e.g., SPDJI, MI) to identify and create new cross-selling opportunities for EBS.
• Collect and share competitive intelligence internally to inform strategic planning and decision-making.

Onboarding Success:

• Collaborate and support the sales team to present solutions effectively, guiding customers through offerings and processes to facilitate the conversion of leads into trials. Collect and analyse detailed feedback, especially from non-converted leads, to enhance the sales process and product offerings.
• Organize and conduct product demonstrations and trials, ensuring Proof of Concepts (PoCs) are executed on time and meet specified requirements. Actively seek customer feedback and incorporate it into improvements for the sales process and product.
• Work closely with client services to oversee the go-live phase, ensuring a smooth delivery of solutions post-contract signing. Manage concurrent deadlines and prioritize tasks in collaboration with development, operations, and product teams, aiming for 100% successful launches. Conduct postmortem analyses of any incidents to refine the launch process.

Growth Success:

• With support from client services, product and sales, monitor client coverage (e.g., ETF Management entitlements, PCFs covered) and strive to expand this coverage through regular client interactions.
• Track clients’ product portfolios and leverage insights about product offerings and client needs to introduce new products and identify commercial opportunities.
• Identify and advocate for new commercial features based on client interest, collaborating with product heads to drive revenue growth.
• Proactively communicate new features to existing clients and prospects, providing necessary training and demonstrations.
• Support ETF product management in building relationships with ETF issuers to broaden data sources and create new business opportunities, such as implementing give-to-get models.

Customer Retention:

• Establish and maintain regular engagement schedules with clients to gather feedback on growth strategies, operational challenges, missing features, and overall satisfaction levels.
• Collaborate with client services to analyse client query statistics and identify high-profile or recurring issues that need addressing.
• Collaborate with sales and client services to identify at-risk or dissatisfied customers, investigate underlying issues, and ensure these are incorporated into the product roadmap with clear timelines. Regularly update customers on the progress of these commitments.

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)