Customer Solutions Advisor at IHS Markit

What’s in it for you:

You will be working in the dedicated Customer Care engagement team supporting customers in subscribing to our insights and technical solutions. The role will require you to work with teammates based in different parts of the world to maintain support of our customers globally. Key to the role will see you working together with teammates to engage and resolve customer issues in the shortest timeframe, working closely with the sales team to support account planning, client engagement and outreach campaigns and ultimately supporting renewal.

Responsibilities:

• Provide Training and Support on our Upstream Solutions including Upstream Insight, International E&P Database, Asset Valuation and Online Editorial solutions
• Support and train clients on other Commodity Insights Solutions on Connect
• Develop an understanding of the users and their needs across multiple disciplines and be their ‘voice’ within the business by conveying customer feedback to the relevant stakeholders
• Create and deliver complex workflows in a straightforward and clear manner. Troubleshoot client issues to determine root cause and provide a reasonable resolution
• Client Onboarding through welcome calls, emails and other communications
• Support client retention, through proactive touchpoints, events and publications and to re-engage inactive users
• Understand and support on client usage reports and analyse them to understand trends, risks and win-back opportunities

What We’re Looking For:

• Minimum 2 years’ experience of working in a customer-facing role, ideally with involvement in oil & gas projects
• Some general knowledge and experience around Energy & Natural Resources is preferred
• First class presentation and software demo skills.Excellent Oral and written communication skills
• Strong analytical skills and technical support experience with ability to respond to tight deadlines demonstrating attention to detail 
• Fluency in English & French, additional languages a plus

Soft Skills:

• A great communicator
• Customer focus
• A Problem-solver
• Business savvy