The Product Specialist is responsible for partnering with Sales to provide 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.
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 3rd party 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.
Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams.
Confident, patient and concise to be able to train people of all levels
Enthusiastic / self-motivated, ability to work on own and under pressure.
Proactively understand customers’ needs and absorb critical information that could result in additional revenue and/or potential down-sizing
Possess technical knowledge to support and train McGraw-Hill services to both internal and external customers
Ability to influence individuals at all levels, give opinions and justifications
Use organizational/time management skills to prioritize workload and schedule trips and training sessions
4 year college degree or equivalent with a minimum of four (4) years working experience in a national or global organization
Proficiency in Microsoft Office package
Ability to set up internet connections / wireless internet connections
Computer literate with the ability to learn customer service software applications
Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process
Have a flexible approach to cover colleagues’ work when needed
Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers
Knowledge of McGraw-Hill electronic products, industry-specific markets, trading operations and financial services
Multi-lingual/ 2nd language for better communication with customers
Customer Service experience, complex problem solving experience to be able to assist customers
A minimum of two (2) years work experience in a solutions-selling / technology industry role
Ability to work under pressure and with short lead times
Experience with CRM systems for recording transactions and reporting metrics
Ability to work through quality management issues constructively and timely
Regular full-time employees of McGraw Hill Financial routinely receive the following benefits:
Medical, Dental, Vision insurance, Flexible spending accounts with company contribution
401K with company matching, long-term and annual incentives, stock purchase program
Many work/life benefits such as low-cost emergency child- and elder-care, parental leave for birth or adoption, flexible work arrangements, volunteer opportunities, employee assistance programs, tuition reimbursement, employee discounts, and much more
About the Company
, the world’s leading energy information provider, traders, risk managers, analysts, and industry leaders will depend on you to help them make better trading and investment decisions in the all-important energy markets. Our real-time news, pricing, analytical services and conferences help markets operate with transparency and efficiency. With more than 600 employees in 17 offices spanning five continents, you get the best of a small company and a Fortune 500 corporation at Platts. We have a highly diverse workforce, a global perspective, and a “business casual” culture. Platts is a division of McGraw Hill Financial.
McGraw Hill Financial is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual.
McGraw Hill Financial - 18 months ago
McGraw Hill Financial is a high-growth, high-margin benchmarks, content and analytics company serving the capital and commodity markets....