The Role: Client Services/Customer Care Advisor Principal
The Team: You will be part of the Commodity Insights Client Service team. Our team provides customer support and training in the EMEA region (Europe, Middle East, and Africa) for our international E&P databases. We help clients to navigate between sales, product management, customer IT infrastructure and their S&P Global services. We use our expertise to demonstrate the value of our products and market intelligence using integrated workflows.
The Impact:
The support advisor plays a key-role in helping to secure renewals, close new business and deepen our relationships with clients. By developing an understanding of the users and their needs across multiple disciplines, the support advisor act as a customer advocate and work with product management and sales to develop processes or product enhancements to address customer needs. The role requires regular client-facing meetings and on-site trainings.
What’s in it for you:
Responsibilities:
You will interact with clients via phone, email, and live meetings to provide support and trainings on our international E&P database, asset valuation and online editorial solutions.
You will troubleshoot client issues to determine root cause and provide the quickest and best resolution to customers.
You will create and deliver complex workflows in a straightforward and clear manner.
You will develop an understanding of the users and be their ‘voice’ within the business by conveying customer feedback to the relevant stakeholders.
You will continually improve product knowledge to ensure the best support can be offered to all clients.
You will participate in regional event planning, represent the S&P Global Commodity Insight solutions in regional events.
What We’re Looking For:
Some general knowledge and experience around Energy & Natural Resources and regional markets would be preferred as well as:
Degree in a Geoscience, Petroleum engineering, Petroleum Economics or related discipline and 3 years relevant experience and at least 5 years industry experience.
First class presentation and software demo skills. Excellent Oral and written communication skills.
Strong analytical skills and a high level of proficiency with MS applications.
Empathy with user issues related to exploration, strategy & geoscience workflows, and an ability to articulate user problem to S&P colleagues in order to find solutions/responses.
Familiarity with the Middle East region.
Ability to work as an integral part of a diverse and geographically dispersed team
Willingness to travel for client visits and attend conferences, as needed.
Excellent organizational, time and project management skills. Ability to handle multiple projects and priorities in a professional and timely manner
Highly articulate with a very good command of English is essential. Fluency in a second language such as Portuguese, Arabic is an advantage.
Flexible Working
We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.
Return to Work
Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return-to-Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.
Grade/Level IC8 Level
The Location: Dubai (UAE)
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