S&P Global Americas Client Support Manager in Hightstown, New Jersey

TheRole:

Americas Client Support Manager

The Location:

Hightstown, NJ

The Team:

The Client Support Manager willdirectly manage a team of 11 full time multi-tiered support representatives skilled on the entirety of the Platts Product Portfolio as well as delivery channels.

The Impact:

This role is dedicated to the day to day management of the North America and Latin America Client Services team. CS Regional Head is responsible for all activities associated with supporting global and regional accounts to aid retention and to provide a world class customer service experience.

What s in it for you:

  • Ability to take ownership of a complex issue that effects Platts clients, liaising with departmental leaders to drive fast and effective resolution keeping client calls and emails to a minimum

  • Train and re-enforce the most important and valuable customer service activities that are designed to improve the overall customer support experience while drive transparency to the business units.

  • Ability to generate new ideas for change adoption that can promote the customer experience.

Responsibilities:

  • Monitor, collect and report knowledge collected from client interactions, together with an integrated knowledge of internal systems and cross- departmental operations, acting as leader in resolution, keeping clients informed and updating Platts and Platts Leadership teams as required

  • Manage the workload balance between the 3 tiers of Client Services

  • Responsible for quality assurance guidelines and maintaining visibility by reviewing reports, surveys and providing results

  • Ongoing reviews of and implementation of workflows and process methods to achieve global consistency

    • Regular attendance of management and senior management and internal sales - editorial meetings presenting core information and changes, keeping communication channels open between departments
  • Assist in training of Client Services team in order to reach established objectives and promoted internal knowledge and growth

  • Assist in training of Client Services team in order to reach talent development objectives and promote individual product knowledge and growth

  • Represent the client in the migration to new platforms and product upgrades throughout the contract life cycle.

  • Represent the client in the migration to new platforms and product upgrades throughout the contract life cycle.

What We re Looking For:

Basic Qualifications:

  • Solid customer service experience in order to train and maintain an effective and productive Client Services team

  • Excellent problem solving skills to assist with and resolve complex queries and problems for both internal and external clients

  • A proficient communicator both written and spoken in order to provide reports, updates and presentations at meetings

  • Strong Leadership Skills to drive the team forward and maintain stability and momentum

  • Good IT skills across a variety of packages to be able to support and understand Platts services

  • Ability to communicate with employees, peers and senior management, internal and external clients to build strong relationships

  • Influencing individuals at all levels, to be able to give opinions and ideas confidently to influence changes

  • Ability to prioritize workload, manage large volume workload and ability to be flexible in order to keep to deadlines

  • Seek resolution to workflow redundancies by identifying and enabling technical automation across global Client Services units. Regular review of KPI reports and the ability to make adjustments as necessary for performance improvement

Preferred Qualifications:

  • Knowledge of energy markets to understand and provide resolution to problems

  • Experience of CRM systems for logging client critical information and activities and reporting metrics

    • Successful track record of managing a team (including remote agents) with high volume - complex client queries to be able to provide clear guidance
  • Previous budget management to provide annual budget adherence