Senior Technical Support Manager

Employer
S&P Global
Location
Singapore, Singapore
Salary
Competitive
Posted
23 Oct 2022
Closes
15 Nov 2022
Ref
16543224
Job Function
Operations
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
The Role: Senior Technical Support Manager

The Location: Singapore

The Climate Service at S&P Global provides climate analytics to help the world's financial institutions and Fortune 500 companies to measure the financial risk from climate change. We are a fast-growing, mission-driven company, recently named as the Climate Risk Advisory Firm of the Year 2021. Our mission is to embed climate data into global decision-making. We believe this will accelerate the transition to a low carbon economy and help make the world more resilient to the most important challenge of our time.

The Team:
Currently, we are recruiting for a Senior Technical Support Manager who will report to our Senior Director of Customer Success. You are curious, enthusiastic, and adaptable in joining our growing team, and you will serve as a liaison between customers, internal teams, and partners to resolve questions related to the scientific methodologies and software functionality pertaining to The Climate Service's suite of products.

The Impact:
You will deliver a best-in-class technical service and support with the goal of quickly and proactively resolving client questions or concerns.

What's in it for you:
  • You will play a prominent role in shaping the future of one of the world's leading climate analytics firms.
  • You will have significant leadership, growth and development opportunities within The Climate Service, Sustainable1, and S&P Global.
  • You will have the ability to work closely and directly with some of the most forward-thinking companies in the world.
  • You will have the opportunity to help provide the world with ever-better insights on the impact of climate change.
Responsibilities:
  • Familiarize yourself with, and continually educate customers on, the TCS organizational structure, mission, product, outputs, and methodology
  • Train new customers on our scientific methodologies and software platforms, answering questions where needed
  • Assist with the importing, scoring and exporting of customer data and financial risk outputs, and provide hands-on assistance to customers where needed
  • Ensure new customers understand our financial risk outputs in the platform, providing some elementary guidance with how organizations can find value and meaning from the data
  • Liaise with Technical Support, Research & Development, Business Development and other teams to resolve product issues and other "barriers" to being fully onboarded
  • Define and refine success criteria, relentlessly optimizing and reducing our customers' "time-to-value"
  • Manage 1 to 3 Technical Support Managers
What We're Looking For:
Basic Qualifications:
  • Familiar with the impacts of climate change, including physical and transition risks, terminology, risk management strategies and best practices
  • 2-4 years of experience in customer technical support, ideally in a B2B and/or SaaS organization
  • One to two years of people management
  • Exceptional written and verbal communication skills including technical writing skills
  • Passion for, and proven success with, strategic and commercial communications and discussions with decision-makers of the customers you manage (including prospecting, opportunity identification, proposal development, estimates and commercial negotiations)
  • Experience managing projects: scope, schedules, deliverables, success criteria, and risks
  • Tolerant, patient, and sensitive to customer needs and requests
Preferred Qualifications:
  • Familiar with the impacts of climate change, including physical and transition risks, terminology, risk management strategies and best practices
  • BA or BS degree in Economics, business, sustainability, risk, or other relevant fields. Master's Degree preferred
  • Experience using and customizing Salesforce or other CRM to fit business needs
About The Climate Service:
The Climate Service, an S&P Global company, provides climate analytics that help the world's financial institutions and Fortune 500 companies measure the financial risk from climate change. We are a fast-growing, mission-driven company, with the aim to embed climate data into global decision-making. We believe this will accelerate an equitable transition to a low carbon economy and help make the world more resilient to the most important challenge of our time.

Diversity, equity, inclusion, and integrity are our company's primary values. The Climate Service is committed to creating a diverse team, an inclusive work environment, and equitable business and management practices - including our recruitment and hiring process. In committing to these values, we will be diligent in considering them in our ongoing assessment of who we are, what we stand for, and how we conduct our business.

About S&P Global Sustainable1

S&P Global Sustainable1 is the central source for sustainably intelligence from S&P Global. Sustainable1 matches customers with the ESG products, insights, and solutions from across S&P Global divisions to help meet their unique needs. Our comprehensive coverage across global markets combined with in-depth ESG intelligence provides financial institutions, corporations, and governments an unmatched level of clarity and confidence to successfully navigate the transition to a sustainable future. Our data and well-informed point of view on critical topics like energy transition, climate resilience, positive impact and sustainable finance allow us to go deep on the details that define the big picture so customers can make decisions with conviction. To learn more about Sustainable1, visit www.spglobal.com/sustainable1 .

#LI-KM1

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Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.

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202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), OPRTON202.2 - Middle Professional Tier II (EEO Job Group)

Job ID: 272337
Posted On: 2022-08-23
Location: Singapore, Singapore
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