Analyst, Fulfillment
2 weeks ago
The Role: Analyst, Fulfillment - MI
The Team: The Candidate will be joining a team of highly motivated and professional individuals. The fulfillment team is responsible for onboarding Client on multiple Data delivery platforms the client is being contracted for. The team onboard the clients by processing Free Trials, New Sales, Renewals, Cancellations and Suspensions in a timely manner aligning to Service Level Agreement. The team works 24/5, liaison very closely with the Sales Representatives, Account Managers and Product Managers in understanding the client requirements and configuring the entitlements and capabilities suiting client needs. Client on-boarding is one of the most critical functions as it directly impacts client experience/delight, servicing, and relationships all of which, in turn, impact ACV. As businesses get more competitive, we need to ensure that clients onboard process is handled quickly as we deal with entitlements on products and contents what S&P offers.
Whats in it for you:
In this role, you will work very closely with the frontline commercial team in understanding the client requirements and enabling the products and services access the client is looking for. You will get exposure to the different products, services and data S&P deliver/offer to clients via various delivery platforms You will get challenged on a daily basis with a steep learning curve.
Responsibilities:
Collaborate closely with Sales Representatives and Account Managers in understanding the clients requirements and configuring client accounts with relevant entitlements and capabilities based on the contract the client signed for. Need to ensure that he/she does the needful checks and balances before turning on and off the access to the clients. Process Free Trials, New Sales, Renewals, Cancellations and Suspensions in a timely manner aligning to Service Level Agreement. Ability to work on multiple entitlements process. Work closely with Order-To-Cash teams to get client onboard smoothly whenever required Respond to requests for information in a timely, professional and positive manner Quick in decision-making on client platform onboarding issues and client access issues. Able to perform root cause analysis for any client access issue and come up with a preventive solution Adapt systems and applications used internally The individual should proactively find ways to improve the overall teams efficiency by recommending process improvements with LEAN and Automation ideas and also strive towards the successful implementation of the ideas.
What are we looking for? Strong customer service skills to effectively work and resolve Fulfillment cases. The employee will be expected to work well within a team and demonstrate exceptional learning agility, creativity and problem-solving ability. Must possess a diagnostic approach to assist our internal stakeholders including frontline Commercial teams and Product Managers/Owners Strong analytical and interpersonal skills. Possess excellent verbal & written communication skills Fluency and eloquence in English are required. Knowledge of MS Office products is a must. Experience with Salesforce is a plus.
Amenable for Hybrid work setup (2x a week in-office) Its mandate to work in rotational shifts and more specifically in Late Evening/Night Shift
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