Job Description

:About the Role:Grade Level (for internal use): 13The Team:The Customer Support team is responsible for providing both Core and Advanced support to clients, as well as overseeing non-professional services onboarding activities. The team values quick response and resolution times, as well as effective escalation handling and resolution. The team works closely with the Professional Services team to ensure smooth client transitions.The Impact:This role plays a crucial role in ensuring client satisfaction and success by overseeing all inbound client inquiries, managing team performance, and providing strategic input for customer success tooling. The Head of Customer Support will contribute to the overall success of the business by maintaining high customer KPIs and optimizing onboarding processes.What\'s in it for you:Opportunity to lead and manage a global team.Exposure to the Reg & Compliance business and supporting functions.Collaborate with leadership and contribute to strategic workstreams.Develop and optimize processes to enhance customer support and onboarding.Responsibilities:Oversee all inbound client inquiries and ensure quick response and resolution times.Manage team adherence to performance metrics and report on key customer KPIs.Handle escalations and ensure timely resolution.Provide input into strategic workstreams for customer success tooling.Optimize onboarding tasks and processes.Review case triage between Core and Advanced support teams and ensure effective resolution recording and knowledgebase creation.What We\'re Looking For:Bachelor\'s degree in a relevant field.15+ years of strong experience in customer support or client services management.Excellent communication and leadership skills.Ability to handle escalations and resolve issues effectively.Experience with management reporting, performance metrics and KPIsFluent English speaker.About S&P Global Market IntelligenceAt 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 .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\xc2\xae, 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, PartnershipAt 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: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.Equal Opportunity EmployerS&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person.US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.2 - Middle Management Tier II (EEO Job Group)Job ID: 302024
Posted On: 2024-05-25
Location: Gurgaon, Haryana, India

S&P Global