About the Role:

Grade Level (for internal use):

10

Client Engagement Manager

These objectives will be reviewed quarterly.

Role – The what

• Own, develop and maintain client relationships to ensure customer satisfaction and engagement through proactive outreach (T1 and T2 clients)
• Provide post-sales and post-integration engagement for clients and act as a liaison between Cappitech and client end users as well as decision makers, leveraging adjacent functions.
• Methodically implement a client engagement program, identify client's needs, gather feedback and record engagement activity.
• Through engagement, identify opportunities to drive product and functionality adoption and look for opportunities for growth.
• Stay abreast of regulation, market and industry trends.
• Play a leading role in go to market plans, coordinate with customers and identify upsell opportunities.
• Deliver strong and concise messages to clients, protecting S&P, its clients, and reputational aspects of our services.
• Develop collaboration and maintain excellent relationships with various internal teams such as Product, Support, Integration, Sales.

Objectives – The how (includes but not limited to)

• Proactively plan and engage with customers (T1 and T2 clients) continuously, keeping customers up to date with product or industry changes and conduct training on all platform User Interfaces (UIs).
• Develop and manage customer relationships while responding to ad-hoc enquiries in a timely manner.
• Work with clients to improve client data quality, to improve overall experience and enhance BAU processing through engagement, ultimately reducing support cases and/or incident reports raised.
• Assist clients with projects impacting changes in regulatory reporting, their business objectives and track client engagements through Salesforce to provide visibility to the business for upsell opportunities.
• Proactively maintain engagement KPIs and consider new ways and topics to improve collaborations, including regulatory, Industry and system changes.
• Lead the delivery of S&P strategies and changes, including client liaison, stakeholder analysis, firmwide updates and managing the production and execution of a united Team communication.
• Assist and mentor new team members during on-boarding.
• Assist clients' new users with training and guidance on best practices and platform demos.
• Manage client enhancement / development requests via JIRA, ensuring that expectations and timelines are communicated effectively to the client with Development and Product Teams.

Team Smart Goals and KPIs (these are Team wide and in addition to personal development goals)

• In person meetings with clients (where possible geographically) at least twice annually for tier 1 clients.  Ongoing service reviews should also be carried out in person at least annually with tier 2.  Account Managers should be engaging with clients outside of BAU and Services reviews.
• Consider all existing client revenue generation opportunities – additional jurisdiction / bespoke platform development / onsite consulting (Managed Services), and work with Sales from lead to contract signed.
• Work with clients to reduce the number of Support cases and Incident reports raised, through client education and knowing your clients.

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

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.
 

202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), OPRTON202.1 - Middle Professional Tier I (EEO Job Group)