About the Role:

Grade Level (for internal use):

09

The Role: Client Service Manager

The Team: The Client Experience 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 regional based offices in Beijing, India, London, Mexico City, New York, Sydney and Tokyo.

The Impact: The Client Experience team strives to provide the highest level of support to S&P DJI’s clients with the 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.

What’s in it for you: As a Client Experience Manager, 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.

• Works across a diverse set of cross-functional client teams including marketing, legal, operations, portfolio management, and product development to understand and address their unique needs.

• Draws insights from client interactions and communicate them effectively to appropriate internal teams in order to enhance the overall client experience.

• Works closely with other internal stakeholders (e.g.: Sales, Product Management, Operations) to ensure clients are supported in a holistic manner.

• Develops into a well-rounded generalist, speaking competently on S&P DJI products and services. Understand the client’s questions and escalate inquiries appropriately to internal Subject Matter Experts in other departments as necessary in an independent manner.

• Works with sales to onboard new clients; introduce new subscribers to S&P DJI products and services via online and in-person demos.

• Represents 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.

• Troubleshoots client access to proprietary (e.g.: SFTP, SPICE) and non-proprietary (e.g.: Bloomberg, FactSet) data distribution platforms.

• Confidently answers 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 inquires, multi-task and thrive in a team environment.

What we’re looking for:

Basic 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.

• Detail oriented and organized with good time management skills.

• Comfortable presenting and training clients in both one-on-one and group settings.

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.

• Knowledge of Salesforce CRM platform is a plus.

• Ability to multi-task under tight deadlines.

• Experience in data analysis is a plus.

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

Diversity, 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 – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)