Customer Retention Associate
S&P Global
Islamabad, Pakistan
2d ago

The Role : Customer Retention Associate

Grade (relevant for internal applicants only) : 9

The Location : Islamabad

The Team : The Commercial Pricing team is a dynamic global team of self-motivated and driven professional with a client-first mindset.

We value partnership, enthusiasm, and determination which are all crucial to be successful within our organization.

The Impact : This role is at the heart of driving revenue within the wider Market Intelligence Commercial organization. As a Customer Retention Associate you will work with multiple internal stakeholder teams and individuals to deliver successful revenue results while aligning with organizational goals.

What’s in it for you :

  • Working with a broad range of internal stakeholder teams and external clients, while working alongside a global group of ambitious team members
  • Professional and personal growth while supporting an evolving, dynamic team
  • Exposure to senior management
  • Responsibilities :

  • Enable the process by which S&P Global Market Intelligence retains and grows its book of business
  • Develop knowledge and expertise related to our company, clients, products, processes, strategies and systems to enable maximum effectiveness in role
  • Serve as a strategic partner & retention champion to frontline account teams using the Customer Retention model as a foundation for all retention efforts
  • Monitor market and account trends and key challenges facing frontline teams, escalating internally and shifting deal strategy accordingly
  • Effectively facilitate renewals, serving as project manager of all aspects of the renewal process, liaising with stakeholder teams and resolving client requests and / or issues in a timely manner
  • Deliver regular revenue forecast updates on assigned accounts, and identify & escalate any areas of risk or concern
  • Leverage resources to advise frontline teams on pricing, packaging and retention strategies, as well as up-sell / cross-sell opportunities
  • Lead efforts in building key client presentations and proposals alongside stakeholder teams
  • Ensure maximum price realization and efficiency in renewal outcomes through proactive strategic planning
  • Understand, navigate, and leverage Salesforce to facilitate all aspects of renewals
  • What We’re Looking For : The ideal candidate for this role is a high-performing individual who will bring their excitement and passion to the team.

    You should be able to thrive in an environment of multiple priorities and deadlines, complex deals and unexpected challenges.

    Basic Qualifications :

  • A minimum of a Bachelor's degree in Business, Communications, Finance, Marketing, Computer Sciences and / or Economics
  • 4+ years of professional experience in SaaS related business
  • Native-level written and spoken English
  • Client-facing, retention, and negotiation experience preferred
  • Prior Sales or sales support background will be preferred
  • Preferred Qualifications :

  • Intimate knowledge of Salesforce processes and reporting
  • Excellent, comprehensive communication skills, both verbal and written, with the ability to engage with stakeholders at all levels of the business, internally and externally
  • Attention to detail, self-motivation, positive mindset, excellent work ethic
  • Ability to analyze and discuss complex issues and identify possible solution(s)
  • Ability to effectively collaborate with partners of all levels across the globe
  • Ability to skillfully prioritize and manage projects and issues
  • Ability to work independently and with minimum supervision
  • Experience in effectively managing challenging situations (i.e. objection handling, overcoming gatekeepers, etc.)
  • Commitment to integrity and excellence with a client-first mindset
  • Solid organization, multi-tasking and prioritization skills
  • Ability to work with a variety of personalities while maintaining a calm, professional, friendly demeanor to achieve customer retention targets
  • Strong MS office (Word, Excel, PowerPoint) skills
  • Ability to work overnight hours to align with account teams within the US
  • About Company Statement :

    S&P Global Market Intelligence

    At S&P Global Market Intelligence, we know that not all information is important some of it is vital. Accurate, deep and insightful.

    We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk.

    Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

    S&P Global Market Intelligence is a division of S&P Global (NYSE : SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence.

    For more information, visit www.spglobal.com / marketintelligence.

    EOE Statement :

    S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race / ethnicity, sex, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.

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

    Job ID : 264728

    Posted On : 2021-09-09

    Location : Islamabad, Pakistan

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