S&P Global is a place to learn and grow, surrounded by the best and brightest. A place to challenge yourself and advance your career. If you’re a pioneer or a thinker, there’s a role for you to play in our

mission to help accelerate progress in the world. We provide the world’s leading organizations with the right data, connected technologies, and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments, and individuals with the knowledge to adapt to a changing economic landscape.

At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.

The Role :

The Client Service Manager (CSM) is instrumental in ensuring that Commodity Insights customers receive maximum value from their services, closely partnering with Commercial Managers and Client Development Managers to provide the best possible customer experience to our client base. As a holder of subject matter expertise, the CSM is responsible for onboarding new clients following contract close and providing customers with the support and training required to enable the integration of Commodity Insights services within their workflows. As a key communication channel between functions, the CSM ensures the two-way internal flow of market, product, and client information. The Client Service team responds to product updates and is responsible for notifying users of product retirements.

This position is responsible for both the remote and on-site support and training of Commodity Insights’ products ensuring customers derive optimal value from the real-time services they subscribe to. Through enhancing the customer experience, this role plays a key part in retention and lead generation. This position is also responsible for serving as a knowledgeable resource.

The Team : The business has a collaborative, and performance-driven atmosphere with an entrepreneurial spirit. We value teamwork. You must be a team player to be successful within our organization.

You will be working as part of the S&P Commodity Insights Client Service Team in the EMEA region, focusing on providing Training and Support to corporate clients in Saudi Arabia and other countries in the Middle East.

The Impact : Commodity Insights a division of S&P Global, is a leading global provider of energy and metals information. With nearly a century of business experience, Commodity Insights serves customers across more than 150 countries. From offices worldwide, we serve the oil, natural gas, electricity, nuclear power, coal, petrochemical. Agriculture and metals markets. Commodity Insights’ real time news, pricing, analytical services, and conferences help markets operate with transparency and efficiency. Traders, risk managers, analysts, and industry leaders depend upon Commodity Insights to help them make better trading and investment decisions.

This role will promote strong, long-lasting business relationships and raise S&P’s credibility by providing support, training and product knowledge to our customers. The role will also support Commercial Managers and Client Development Mangers in the Country.

What’s in it for you? The role offers the opportunity to be a part of a world-class global organization that can drive business growth across all commodity classes and distribution channels.

As part of building your personal brand you will be given the opportunity to:
 

  • Partner with customers in developing their strategic direction.
  • Meet customers face to face.
  • Build and maintain both global and local relationships internally and with customers.
  • Work in a highly collaborative and passionate team environment.
  • Contribute to global and local initiatives.
  • Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development.

Responsibilities:

  • Working within one of the world’s foremost commodity data, news & analytics providers, you will act as a Client Services Manager for Commodity Insights customers in the Kingdom of Saudi Arabia and other countries in the Middle East.
  • Ensure that Commodity Insights customers receive maximum value from their services, closely partnering with Commercial Managers and CDMs to provide the best possible customer experience to our client base
  • Proactively / reactively provide Customer training via on-site or remotely (via Microsoft Teams) to incorporate Commodity Insights’ services into their workflow and drive customer satisfaction and retention
  • The CSM solicits Voice of the Customer feedback during client interactions and training sessions ensures that this feedback is shared with the appropriate teams and added into CRM (Salesforce).
  • As a holder of subject matter expertise, the CSM is responsible for onboarding new clients following contract close and providing customers with the support and training required to enable integration of Commodity Insights services within their workflows.
  • 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.
  • Where appropriate, the CSM collaborates with Channel Partners, ensuring unification of service delivery between Commodity Insights and third-party vendors.
  • Track usage of all products across roles within the assigned customer portfolio and address underutilization through additional trainings and workshops
  • Serve as a key communication channel between functions, the CSM ensures the two-way internal flow of market, product and client information.
  • The Client Service team responds to product updates and is responsible for notifying users of product retirements.

What We’re Looking For:

 We are looking for a high-performing Client Services Manager to help us provide the best possible customer experience to our client base. The role will focus on putting the customer at the center of everything we do, understanding customer needs and keeping our company competitive and innovative. This role will be a team player with experience in customer support roles and product and/or knowledge of the commodity, oil & gas, energy, power, or related industries is preferred.

Basic Qualifications:

  • 5+ years of experience in customer support roles. Must demonstrate achievement of strong performance.
  • Strong customer-facing and training skills, possess high integrity.
  • Experience in working in the business intelligence industry.
  • Previous face-to-face and virtual training experience working with people of all levels is essential.
  • Proven ability to train people at all levels.
  • Bachelor’s degree in business, commerce, or related subjects preferred.
  • Excellent written, verbal, and presentation skills and ability to articulate complex product information to customers. Ability to confidently speak to our clients.
  • Strong personal integrity and a confident and positive manner.
  • Entrepreneurial mindset; demonstrates drive, initiative, energy, and sense of urgency.
  • Strong organizational and time management skills, coupled with the ability to embrace change.
  • Strong creative problem-solving skills and the ability to resolve conflict.
  • Commodities and energy industry knowledge a plus.
  • Solid planning and organization skills, able to prioritize.
  • Competent with systems (Salesforce/ Equivalent CRM, MS Tools).
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