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Job title: Customer Retention Advisor
Company: S&P Global
Job description: Job Description:
The Role: Customer Retention Advisor
Grade (relevant for internal applicants only): 10
The Location: Charlottesville, VA; Washington, DC
The Team: The Commercial Pricing team is a dynamic global team of self-motivated and driven professionals 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 Advisor, 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
Compensation/Benefits Information:
S&P Global states that the anticipated base salary range for this position is $61,500 to $127,700. Base salary ranges may vary by geographic location.
This role is eligible to receive S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.
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, able to see the big picture without overlooking the details and 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
Professional experience in the financial services industry
Proven track record and expertise in pricing, packaging, and renewal strategy
Client-facing, retention, and negotiation experience
Prior Sales or sales support background is preferred
Prior experience with Salesforce.com is desired
Additional Qualifications:
Ability to analyze and discuss complex issues and identify possible solution(s)
High proficiency effectively managing challenging situations (i.e. objection handling, overcoming gatekeepers, etc.)
Ability to skillfully prioritize and manage projects and issues
Strong analytical, problem-solving, critical-thinking, and decision-making capabilities with sound judgement
Ability to engage and drive trust with internal teams to foster collaborative partnerships
Commitment to integrity and excellence with a client-first mindset
Ability to work with a variety of personalities while maintaining a calm, professional, friendly demeanor to achieve customer retention targets
Possess excellent leadership, communication, prioritization, and organizational skills
Attention to detail, self-motivation, positive mindset, excellent work ethic
Team player with the ability to multitask and work in a fast-paced environment
Ability to work independently and with minimum supervision
Excellent, comprehensive communication skills, both verbal and written, with the ability to engage with stakeholders at all levels of the business, internally and externally
Strong MS office (Word, Excel, PowerPoint) skills
This role is limited to persons with indefinite right to work in the United States.
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 any other basis prohibited by federal, state or local 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.
The EEO is the Law Poster describes discrimination protections under federal law.
20 – Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 – Middle Professional Tier I (EEO Job Group)
Job ID: 264515
Posted On: 2021-09-02
Location: New York, New York, United States
Expected salary: $61500 – 127700 per year
Location: Charlottesville, VA – New York City, NY
Job date: Sat, 04 Sep 2021 00:12:56 GMT
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