The Role: The Global Head of Client Services is responsible for managing the organization’s customer service strategy and performance of people and processes to achieve the highest levels of customer satisfaction including pre- and post-sale activities for the global sales organization.
The Impact: Responsibilities includes leading, motivating and transforming multi-location Customer Service and Service Operations teams to ensure that our customers have a best-in-class experience when engaging with Platts. This role directly manages Platts’ global client services managers and their teams, and the position is responsible for working globally and cross-functionally with other Platts departments to lead the implementation and execution of all operational aspects of client service-related priorities, and is responsible for project- and program management within the client services functions. The Global Head of Client Service liaises with other members of the leadership team to implement the organization’s corporate strategy.
Drive Customer Success Outcomes
o Manage our existing processes, evaluate and drive commercial strategy to strengthen client engagement and satisfaction.
o Assist with coordination and implementation of the Graduate program
o Develop, measure, and managing teams to KPI’s.
Define and Optimize Customer Lifecycle
o Map customer journey
o Develop VOC (voice of customer) communication points (e.g., usage, satisfaction, etc.)
o Standardize interventions for each point in journey
o Identify opportunities for continuous improvement
o Learn and share industry best practices to improve product adoption and usage
Manage Customer Success Activities
o Professional Services
o Customer Support
o Customer Success Management
Lead World-class Customer Success Team
o Manage, Develop and/or Recruit strong leaders for each functional role
o Foster collaboration within team and across customer lifecycle
o Encourage continuous learning within team
Enhance Effectiveness and Efficiency Through Technology
o Support systems
o Customer marketing software
o Reference and advocacy solutions
o Customer Success Management platform
o Web chat
o Improved process design, in particular VOC, chat, CRM and/or voice technologies.
Inspire Customer Success Across Company
o Create global company-wide culture of Customer Success
o Align with Marketing around marketing to existing clients
o Align with Product around driving product roadmap
o Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
o Align with Finance around measurement and forecasting
o Align with Executive Team around key metrics and objectives to align strategies and priorities
o Drive and support a company-wide definition of customer satisfaction
o Create company-wide customer feedback loop
Qualifications and Competencies:
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment; ability to effectively lead and supervise teams under tight deadlines.
• Is results-driven and customer focused.
• Excellent motivational, listening, and problem-solving skills.
• Excellent conflict resolution skills.
• Solid communication and interpersonal skills; ability to express ideas in a clear and concise manner - both in verbal and written form.
• Excellent problem solving skills and the ability to absorb new and evolving technological aspects of the position.
About S&P Global Platts
At S&P Global Platts, we provide the insights; you make better informed trading and business decisions with conviction. We’re the leading independent provider of information and benchmark prices for the commodities and energy markets. Customers in over 150 countries look to our expertise in news, pricing and analytics to deliver greater transparency and efficiency to markets. S&P Global Platts coverage includes oil and gas, power, petrochemicals, metals, agriculture and shipping.
S&P Global Platts 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.platts.com
To all recruitment agencies: S&P Global does not accept unsolicited agency resumes. Please do not forward such resumes to any S&P Global employee, office location or website. S&P Global will not be responsible for any fees related such resumes.