Client Engagement Manager

**About the Role**:
**Grade Level (for internal use)**: 10
Role - The what
Own, develop and maintain client relationships to ensure customer satisfaction and engagement through proactive outreach (T1 and T2 clients)
Provide post-sales and post-integration engagement for clients and act as a liaison between Cappitech and client end users as well as decision makers, leveraging adjacent functions.
Methodically implement a client engagement program, identify client's needs, gather feedback and record engagement activity.
Through engagement, identify opportunities to drive product and functionality adoption and look for opportunities for growth.
Stay abreast of regulation, market and industry trends.
Play a leading role in go to market plans, coordinate with customers and identify upsell opportunities.
Deliver strong and concise messages to clients, protecting S&P, its clients, and reputational aspects of our services.
Develop collaboration and maintain excellent relationships with various internal teams such as Product, Support, Integration, Sales.
Objectives - The how (includes but not limited to)
Proactively plan and engage with customers (T1 and T2 clients) continuously, keeping customers up to date with product or industry changes and conduct training on all platform User Interfaces (UIs).
Develop and manage customer relationships while responding to ad-hoc enquiries in a timely manner.
Work with clients to improve client data quality, to improve overall experience and enhance BAU processing through engagement, ultimately reducing support cases and/or incident reports raised.
Assist clients with projects impacting changes in regulatory reporting, their business objectives and track client engagements through Salesforce to provide visibility to the business for upsell opportunities.
Proactively maintain engagement KPIs and consider new ways and topics to improve collaborations, including regulatory, Industry and system changes.
Lead the delivery of S&P strategies and changes, including client liaison, stakeholder analysis, firmwide updates and managing the production and execution of a united Team communication.
Assist and mentor new team members during on-boarding.
Assist clients' new users with training and guidance on best practices and platform demos.
Manage client enhancement / development requests via JIRA, ensuring that expectations and timelines are communicated effectively to the client with Development and Product Teams.
About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
What’s In It For You?
**Our Purpose**:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
**Our People**:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
**Our Values**:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

**Benefits**:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
**Our benefits include**:
**Health & Wellness**: Health care coverage designed for the mind and body.
**Flexible Downtime**: Generous time off helps keep you energized for your time on.
**Continuous Learning**: Access a wealth of resources to grow your career and learn valuable new skills.
**Invest in Your Future**: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
**Family Friendly Perks**: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families