Sr Associate, Customer Solutions (EMEA Shift)

About the role

Grade Level (for internal use): 09 The Team: Global Solutions Team - Horizons Energy Expansion/Transition Products The Global Solutions Team for Horizons energy expansion/transition products is a dynamic, highly motivated, and cohesive group dedicated to delivering exceptional client service. Our team is forward-thinking and collaborative, consistently striving to exceed expectations by leveraging our expertise in Energy services. Colleagues, prospects, and clients recognize and value our commitment, which reinforces the positive contributions of each team member. Within this structure, the Horizons Solutions Team serves as a global Product Support arm under, forming the core of the SPGI Energy frontline Customer Experience group. As customer advocates, our specialists work closely with product management and commercial teams to enhance processes and address evolving client needs, ensuring a seamless and impactful customer experience. The Impact: Customer Solutions Senior Associate (Horizons Energy Expansion/Transition) As a Customer Solutions Senior Associate, your main job is to help customers by giving them great support with our energy products and tools. You work with information about clean energy technology (solar, wind, batteries, etc.), supply and demand dynamics, and financial investment modeling. Your goal is to help clients understand how energy is changing and what risks and opportunities come with it. You support customers by showing them how to use our products and answering their questions. You also listen to what customers need and work with other teams, like Product, Commercial, and Marketing, to make sure those needs are met. If there are big problems that you can't solve, you pass them on to experts who can help. Your work is important because it helps keep customers happy and encourages them to keep using our products. This helps the Energy division grow and succeed.

Responsibilities

• Provide comprehensive client support for S&P Global's Horizon Group products, mainly Energy Transition, Sustainability, and Risk Data solutions through phone, email, and client consultation channels - primarily to financial clients.
• Troubleshoot and resolve client inquiries and workflow challenges by analysing technical issues and providing comprehensive solutions while maintaining deep expertise in Energy Transition methodologies, sustainability frameworks, and data risk assessment protocols
• Collaborate with Product, Engineering, and Sales teams to escalate complex cases and communicate client feedback that helps drive product improvements and enhancement priorities
• Maintain detailed case documentation and contribute to knowledge base development while supporting team training initiatives and onboarding processes for new colleagues
• Assist with incident response during system issues by following established protocols and ensuring timely client communication to minimize business disruption
• Support process improvement initiatives and participate in client satisfaction efforts while developing professional knowledge of energy transition and sustainability market trends
• Perform other duties as assigned
• Required Qualifications:
• Bachelor's degree in Business, Finance, Economics, or related field is a must, along with at least 3 years of industry experience-preferably within the energy or financial sectors is highly preferred.
• 3 - 5 years of experience in client support, customer success, or technical support roles, preferably within financial services, data analytics environments.
• Prior knowledge of the Financial Institutions industry would be an asset.
• Strong analytical and problem-solving skills with experience using support platforms such as Salesforce Service Cloud for case management and client communication.
• Excellent written and verbal communication skills with demonstrated ability to explain complex technical concepts to diverse audiences within Financial Corporates and manage multiple client relationships simultaneously
• Passionate about building relationships with customers and reaching out to them through pro-active calling or emails on a regular basis.
• Excellent written and verbal communication skills with demonstrated ability to explain complex technical concepts to diverse audiences within F

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