Manager, Client Experience Team – Custom

About the Role:Grade Level (for internal use): 10The 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:Primary daily responsibilities involve working directly with clients via phone and email, responding to inquiries, working with subject matter experts on complex queries, and troubleshooting client issues.Working 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.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.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. 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 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.Our Values: Integrity, Discovery, Partnership.Benefits: We take care of you, so you can take care of business. 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, and financial wellness programs.Family Friendly Perks: S&P Global has perks for your partners and little ones, too.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-summariesDiversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation.Equal Opportunity Employer: S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.If you need an accommodation during the application process due to a disability, please send an email to: ****** Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
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