Customer Support Analyst

Talent'd HR Solutions; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

Health and wellness coverage

Flexible time off

Continuous learning resources

Financial programs

Family-friendly benefits

Retail discounts

Job summary

Talent'd HR Solutions is seeking a Client Success professional to maintain client engagement and support their journey. This role involves monitoring client requests, acting as the primary contact for various needs, and preparing reports while troubleshooting client issues effectively.

Opportunities for growth within the team and into product-focused roles are available. The position offers health coverage, flexible time off, and continuous learning resources to development skills.

Responsibilities

• Monitor client inbound requests and coordinate with support teams.
• Act as the primary contact for client service and support.
• Prepare scheduled reports and troubleshoot client issues.
• Collaborate with Product Build teams for issue resolution.
• Support onboarding processes during client integration.

Skills

Client relationship management

Troubleshooting

Cross-collaboration

Education

Bachelor’s degree or equivalent work experience

Job description

The Client Success team consists of experienced professionals working with buy-side and sell-side clients across the United States. These clients range from Tier 1 to Tier 3 organizations and expect a high level of service. The team operates in a collaborative environment where responsibilities change daily and focus on delivering a successful customer journey.

This role is responsible for maintaining client engagement through consistent support and interactions. The position supports adoption, retention, and usage growth while contributing to strategic objectives at the account level.

Responsibilities and Impact

Your interactions with clients help strengthen the relationship between customers and S&P Global Market Intelligence. Delivering a positive client experience encourages greater adoption of solutions and increases awareness within the client base, which contributes to revenue retention and growth.

Key Responsibilities

• Monitor client inbound requests through the case management email system and telephony hotlines, coordinating with the global support teams across the US, EMEA, and Hong Kong.
• Provide coverage for EMEA working hours.
• Act as the primary point of contact for buy-side and sell-side clients across client service and application support needs.
• Host client meetings to assist with training sessions, product demonstrations, and transaction‑related support.
• Prepare scheduled and ad‑hoc reports accurately and within defined timelines.
• Troubleshoot client issues to identify root causes and determine appropriate remediation steps.
• Collaborate with Product Build teams to prioritize and resolve production issues affecting clients.
• Work with Product Specialists to share client feedback and stay informed about product roadmaps.
• Support Professional Services during client onboarding by ensuring proper training and user access.
• Stay informed about market and regulatory developments that influence service activities.
• Cross‑train with global team members to strengthen application knowledge and client coverage.

What You Will Gain

The role offers opportunities to develop client relationship skills while building industry and product knowledge. Over time, employees can grow within the Client Success team or transition into product‑focused roles.

The experience gained in this position can prepare you for future roles in relationship management, sales, or product specialization.

Mission and Values

Values: Integrity, Discovery, Partnership.

• Health and wellness coverage designed to support physical and mental wellbeing.
• Flexible time off policies that allow employees to recharge.
• Continuous learning resources to develop professional skills.
• Financial programs including retirement planning and education assistance.
• Family‑friendly benefits and support programs.
• Additional perks such as retail discounts and referral incentives.

• Bachelor’s degree or equivalent related work experience