Customer Retention Associate S&P Global Market Intelligence
The Role: Customer Retention Associate with English, Spanish and Portuguese
Grade (relevant for internal applicants only): 9
The Location: Buenos Aires
The Team: The Commercial Pricing team is a dynamic global team of self-motivated and driven professionals 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 within the Financial Institutions and Latin America segments
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
Negotiate renewals with clients in partnership with Relationship Managers and Account Managers, ensuring the best possible renewal outcomes
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.
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
Tri-lingual (English, Spanish, Portuguese)
Client-facing, retention and negotiation experience
Prior Sales or sales support background will be preferred
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
Commitment to integrity and excellence with a client-first mindset
Solid organization, multi-tasking and prioritization skills
Strong MS office (Word, Excel, PowerPoint) skills
Please apply with your English CV. Recruiting process will be in English
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 competitive and 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.
S&P Global 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 is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, sex, 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 other legally protected categories, subject to applicable law.
20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 259645 Posted On: 2021-03-03 Location: Buenos Aires, Argentina