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S&P Global Customer Retention Associate in Islamabad, Pakistan

The Role: Customer Retention Associate

Grade ( relevant for internal applicants only ): 9

The Location: Islamabad

The Team: The Commercial Pricing team is a dynamic global team of self-motivated and driven professional 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 Associate 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


  • Partner with other team members and the frontline Relationship Management teams to identify opportunities where we can best enable the renewal process, from deal preparation, timeline & milestone planning and stakeholder coordination through contract creation, redline facilitation for contracts, ownership of approvals and service extensions, and invoice & payment tracking

  • Attend account planning meetings to assist with strategy and help avert procedural problems before they develop

  • Lead efforts in building key client presentations, alongside account and internal stakeholder teams

  • Act as the traffic coordinator/project manager of work, liaising and partnering with other stakeholder teams to resolve client requests and/or issues in a timely manner.

  • Become a Subject Matter Expert on internal procedures related to the OTC process

  • Maintain open lines of communication through regular interactions with other stakeholder teams, such as Order Management and Legal

  • Suggest potential system and/or process improvements

  • Assist in creating and updating procedure documentation as needed

  • Understand, navigate, and leverage Salesforce to facilitate all aspects of renewals

  • Coordinate and participate in renewal meetings/calls with internal stakeholders

  • Monitor market and account trends and key challenges facing frontline teams, keeping the Revenue Enablement and Relationship Management teams abreast of developments and advising on deal strategy accordingly

  • Provide predictive caution to the team, manager and other key stakeholders if tasks will not be completed in a timely matter

  • Work closely with Commercial to resolve Delayed Renewals and AR and with Collections to ensure subscriptions are paid in a timely manner

  • Assist in the forecasting process by providing frequent insights around trends, competitive positioning, and pricing strategy

  • Provide back-up support for team leads and management

  • Complete other assignments as required and/or assigned

What We’re Looking For: The ideal candidate for this role is a high-performing individual 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

  • Native-level written and spoken English

  • Client-facing, retention, and negotiation experience

  • Prior Sales or sales support background will be preferred

Preferred Qualifications:

  • Intimate knowledge of Salesforce processes and reporting

  • Excellent, comprehensive communication skills, both verbal and written, with the ability to engage with stakeholders at all levels of the business, internally and externally

  • Attention to detail, self-motivation, positive mindset, excellent work ethic

  • Ability to analyze and discuss complex issues and identify possible solution(s)

  • Ability to effectively collaborate with partners of all levels across the globe

  • Ability to work independently with minimum supervision

  • Experience in effectively managing challenging situations (i.e. objection handling, overcoming gatekeepers, etc.)

  • Commitment to integrity and excellence with a client-first mindset

  • Solid organization, multi-tasking and prioritization skills

  • Strong MS office (Word, Excel, PowerPoint) skills

  • Ability to work overnight hours to align with account teams within the US

About 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 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.

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: S&P Global Market Intelligence

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 to such resumes.

S&P Global is an equal opportunity employer committed to making all employment decisions on the basis of merit, capability and equality of opportunity, and without regard to race/ethnicity, gender, 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, or any other characteristic that has no bearing on a person’s ability to perform his or her job.


20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)

Job ID: 261207

Posted On: 2021-04-30

Location: Islamabad, Pakistan