Customer Care Americas Manager

Position Summary

A Customer Care Americas Manager is needed to join our rapidly expanding Customer Care global team at IHS Markit, Economic and Country Risk (ECR) division. Reporting to the global ECR Customer Care Manager, the role involves managing the Customer Care Americas team, to ensure customer satisfaction and high client retention rate.

Responsibilities

• Providing a productive and motivating working environment for the Americas Customer Care team
• Ensuring that the team members deliver excellent customer service to ensure that clients receive maximum value from their subscription to IHS Markit ECR 
• Ensuring that the team members understand both customers’ workflows and products’ value propositions

• Work closely with the sales team to develop proactive client engagement initiatives
• Support customer experience optimisation by analysing and interpreting data to identify trends, highlight anomalies and flag up any issues that need to be addressed

Requirements

• The ideal candidate will have solid industry and product knowledge
• The candidate will have excellent communication skills, will be a natural problem solver and motivator
• Goal oriented, detail oriented, work well in a global team