Assistant Manager - Islamabad
Only for registered members Islamabad, Pakistan
1 month ago
Job summary
The Client Support team is responsible for providing support to our clients on our business intelligence tools by holding investigative conversations with clients & driving product usage. You will manage this team and gain in-depth knowledge of our S&P Global Market Intelligence Product suite.
Responsibilities and Impact
- Support associates who answer client queries by leveraging your working knowledge of our platform, your knowledge of multiple industries, and your expert soft skills honed from working with clients.
- Help identify and develop new associate's strengths to set them up for success when they progress to other parts of the commercial organization.
- Develop your leadership qualities by helping associates set and achieve goals that are line with the company's vision.
- Instil a growth mindset, lead by example, and lay the foundation for the next generation of leaders within the company.
- Continue to develop your product and industry knowledge by serving as a subject matter expert and trainer for associates who need help formulating solutions to the business needs of our expansive client base.
- Oversee a team of associates who are supporting clients of MI and Cap IQ.
- Monitor staffing levels throughout the day and adjust as needed – phone, e-mail, chat.
- Coordinate scheduling associates with global leads/local management for MI/CIQ coverage.
- Take lead on any technical issues that arise & coordinate with internal stakeholders (site down/Salesforce/CxEngage issues).
- Spend a significant portion of your day as a mentor and leader to help newer Associates understand best practices and advanced concepts.
- Ensure customer experience through maintaining quality assurance practices and provide feedback to associates for development.
- Review and follow-up on actionable surveys received from clients daily.
- Assist with onboarding tasks and planning for all incoming new hires.
- Partner with Market Intelligence and Cap IQ trainers by assisting with auxiliary training.
- Make suggestions regarding product usability, presentation, and data quality.
- Assist with recruiting and hiring.
Job description
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