Product Consultant – S&P Capital IQ, EMEA recruitment
Product Consultant - SP Capital IQ
SP Capital IQ combines two of our strongest brands--SP,
with its long history and experience in the financial markets and
Capital IQ, which is known among professionals globally for its
accurate financial information and powerful analytical
tools.
SP Capital IQ provides multi-asset class data, research and
analytics to institutional investors, investment advisors and
wealth managers around the world. We offer a broad suite of
capabilities designed to help track performance, generate alpha,
identify new trading and investment ideas, and perform risk
analysis and mitigation strategies.
For more information, please visit
This position is responsible for supporting existing relationships
with SP Capital IQ clients including in-office phone support,
issue resolution, training of existing clients (on-site and via
phone/ WebEx demonstrations) on information products, proactive
customer service outreach to clients, entitlement set up, running
usage reports and ad hoc project support.
The Product Consultant interacts with more clients than any other
group in the company. This directly impacts the client's
perception of SP Capital IQ. Client Services is responsible
for supporting SP Capital IQ's entire revenue base. The
Product Consultant promotes the use of SP Capital IQ's
Products, particularly Capital IQ products. The Product
Consultant selects the proper general, leading and probing
questions to determine the client's knowledge level and the exact
nature of their concern. This challenge is frequently
complicated by restrictive deadlines mandated by the client. The
Product Consultant will work independently and has a unique liaison
position, balancing the often conflicting needs and wants of the
client and current content collection methods. Using
knowledge of the capabilities and limitations of the relevant
product and distributor software, the Product Consultant poses
solutions that are workable for all parties.
You will:
- Answer customer inquiries in a professional, courteous and
timely fashion, maintaining a high degree of customer service for
all support queries and adhere to all service management
principles - Deliver product training to end users as directed by Client
Support's management staff - Capture client intelligence from all client interactions into
the CRM system (Salesforce) to be data based and made available to
other departments in the SP Capital IQ
organization - Conduct effective phone demonstrations on data content and
functionality - Actively participate in efforts to pro-actively contact clients
according to departmental guidelines to enhance user familiarity
and usage of electronic
products - Serve as a specialist within Product Support for an area of the
SP Capital IQ offering (specialty will be assigned after
probationary period is completed). This involves
answering client questions to an expert knowledge level, as well as
act as a specialty resource for the rest of the Client Services
team - Run usage reports for the Account Team
- Analyse and communicate client concerns as they relate to
product offerings, data and marketing policies by documenting
recommendations on the client's behalf for product enhancement - Serve as a role model in adhering to SP Capital IQ's core
values and McGraw-Hill's code of business ethics - Effectively negotiate and communicate when working with other
departments within the company including marketing, product
management, internal data operations, sales and production - Responsible for ongoing and special project initiatives as
defined by management
Skills
Required:
- Minimum 2.1 in a BSc or BA degree, or equivalent
- Fluent command of English and one other European language is a
prerequisite - Must be able to demonstrate effective interpersonal
communications and troubleshooting skills e.g. ability to
communicate clearly with large groups of people face to face and at
a distance, strong presentation skills with remote and co- located
audiences both small and large. - Familiarity with or an interest in learning about financial
markets - Outstanding PC skills and sound working knowledge of
spreadsheet and database activity - Desire and flexibility to learn and grow in an ever-changing
environment - Ability to effectively multi-task in a fast-paced environment
and must possess the ability to work independently and to be a self
starter - Willingness to take on a wide variety of tasks
- Must be able to demonstrate knowledge of CRM
- Previous experience in product and customer support including
delivering training to end users advantageous