McGraw Hill Financial Product Specialist in Mexico City, Mexico
1. Basic Purpose - Objective:
The Product Specialist is responsible for providing the best possible customer experience to support new customer business, existing customer retention and existing customer growth through on-site support, training, and integration of McGraw-Hill services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator.
This position serves and supports revenue growth and customer retention, specifically in the area of product utilization, ensuring that the client receives maximum value and benefit. The position is also responsible for serving as a knowledgeable resource to other business associates and customer in the areas of industry, best practices, and product usage.
2. Principal Accountabilities - Duties - Responsibilities:
Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to:
(1) Business Analysis - Discovery, (2) Training Implementation and Delivery, (3) Training Documentation Development, (4) Adoption Analysis and Solution Recommendation - Implementation, (5) Problem-Solving, and (6) On-going support as these activities relate to the use of all related products.
Act as the leader and primary liaison between business unit and customer on issues relating to product and technology in the areas of:
(1) Hardware - Software Configuration, (2) Product Installation, and (3) Data Definition, Mapping and Integration.
Provide Customer training via on-site visits, WebEx, phone or email to incorporate McGraw-Hill services into their workflow and drive customer satisfaction and retention.
Action top tier escalations for all supported products and services. Provide follow-up as appropriate.
Monitor, collect and report knowledge gathered from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference.
Preparation for customer visits to include company research, training documents, liaising with Sales teams to understand the strategy for growing those customer accounts and also be aware of any problems that may be encountered, etc.
Assist in creating and maintaining a proactive and positive environment between Customer Support, Sales, Marketing and other departments that will enable the business unit to create greater value for customers.
Interact with 3rdparty vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support.
Regularly attend management, Sales, and Editorial meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding clients and markets.
Discover up-sell - cross-sell opportunities for products and services during client calls - on-site visits and share these leads to respective Sales colleagues.
Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit.
Collect, report and act on Voice of the Customer feedback acquired from customer interactions. Recommend process improvements based on feedback.
Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas including but not limited to:
(1) Management, (2) Customer Needs, (3) Technology, and (4) Training.
Spanish and English Language Skills a Must
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, visitwww.platts.com