Customer Service Supervisor
MOO
Senior Client Support Specialist, Tax Solutions
S&P Global
full-time
Posted on:
Location Type: Hybrid
Location: New York City • Massachusetts, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $68,093 - $100,000 per year
Job Level
Senior
About the role
- Serve as the primary and secondary relationship and support manager for assigned Tier 1/high value clients and handle day-to-day inquiries, projects, strategic planning and urgent escalations.
- Become a subject matter expert of the Tax Solutions product suite and actively educate clients on product functionality and capabilities.
- Establish strong working relationships with clients to ensure integration of CTI product suite into existing systems and provide guidance on additional products.
- Analyze complex client inquiries, address application issues, liaise across the organization to resolve information quality and system issues, and assist with installations, application functionality and data conversions.
- Collaborate daily with software engineers to troubleshoot and resolve client issues and implement customizations.
- Lead meetings with client business and technology teams to manage projects, troubleshoot issues and provide guidance.
- Lead strategic client initiatives with senior and project stakeholders.
- Manage the software upgrade and deployment cycle for assigned clients, including detailed reviews to assist with UAT and production planning.
- Identify and track system issues through client queries and feedback, and work with Product, Development and QA to raise, review and prioritize software bugs and enhancements.
- Lead product demos for clients during implementation and post-implementation phases.
Requirements
- 5 plus years experience in a Client-facing Software or Fin Tech role
- Experience with the implementation of financial services products either as a leader or an individual contributor
- Project experience with understanding of PMO principles
- Business/product analysis experience including reporting issues and documenting standard use cases documentation
- Familiar with the Software Life Cycle
- Presentation skills including performing product demonstrations
- Excellent written and verbal communication skills, with the ability to adapt to all levels of management and clientele
- Exceptional interpersonal skills that encourage healthy dialogue and trusted client relationships
- Good organizational and time-management skills to adhere to deadlines and deliverables
- Ability to work independently while still interacting within an integrated team structure
- More than six years of experience in tax ideally within tax withholding and reporting or tax operations (preferred)
- BS/BA or higher in a related field (preferred)
- Proficient in MS Office Suite, and a strong knowledge of internet applications
- JIRA and Sales Force experience
- Right to Work Requirements: This role is limited to persons with indefinite right to work in the United States.
Benefits
- Health care coverage designed for the mind and body.
- Generous time off (Flexible Downtime).
- Continuous learning resources and tailored learning opportunities.
- Continuing education program with a company-matched student loan contribution.
- Financial wellness programs.
- Retirement planning.
- Eligible for an annual incentive plan.
- Family friendly perks for partners and children.
- Retail discounts and referral incentive awards.
- Additional S&P Global benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client-facing software experiencefinancial services product implementationbusiness analysisproject managementsoftware life cycleproduct demonstrationstax withholdingtax reportingtax operations
Soft skills
communication skillsinterpersonal skillsorganizational skillstime-management skillsindependent workteam collaborationrelationship managementstrategic planningproblem-solving
Certifications
BS/BA or higher in a related field
