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Client Response Representative

Informa


Date:
01/19/2018
2018-01-192018-02-17
Job Code:
1073-143
Informa
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Job Details

Informa Careers

12/12/2017

Client Response Representative

Tracking Code
1073-143
Job Description

 

 

Informa Financial Intelligence | Client Response Representative – Nashville, TN

 

 

 

POSITION SUMMARY

 

 

As Client Response Representative you will be accountable for the client renewal of the account. You promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales and AM teams to ensure growth attainment and increased footprint.

 

 

 

JOB RESPONSIBILITIES:

 

 

  • Acts as the primary customer service advocate within Informa BI for all assigned customers’ tasks, enquiries and escalations
  • Resolve issues and implement corrective actions with urgency. Triage, track, prioritize and resolve all client issues and requests in a timely manner.
  • Ensure that the clients derive maximum value from their investment by utilizing all their licences, identify new opportunities and collaborate with sales team to ensure growth attainment and increased footprint.
  • Coach customers to ensure they are leveraging all available services such as Help & Training, Communities, User Groups, webinars etc.
  • Documents customer interactions in SFDC on a daily basis to support seamless experience across the customer lifecycle
  • Alert Account team to any subscriptions that appear to be at risk and take appropriate recovery action.
  • Working within an account team matrix, lead clients towards identifying their vision by evangelizing the capabilities of Informa across Sales, Marketing and Service
  • Serve as a client advocate (Voice of the Customer) in driving industry best practices and the evolution of Informa product and platform functionality, courses and administrative services integral to the customer's success.
  • Provide feedback and key insights pertaining to product usage, product perception and competitors and Communicate new and on-going findings to stakeholders—Account Manager, Product Management, Marketing, and/or Editorial as appropriate
  • Represent the business at trade events and on client site, as appropriate
  • Develop and maintain long-term relationships with stakeholders in your account portfolio.
  • Assist in the process of delivering clients successfully to the contract renewal cycle and, where necessary, support the renewals process to minimize client attrition.
  • Provide ability to explain to our customers our organization and its business processes, products and services so they understand our plans, offerings, and capabilities
  • As part of building your personal brand you will be given the opportunity to;
    • Partner with customers in developing their strategic direction
    • Build and maintain both global and local relationships internally and with customers
    • Work in a highly collaborative and passionate team environment.
    • Contribute to global and local initiatives
    • Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development

 

 

 

REQUIRED SKILLS

 

  • Education – BS/BA from an accredited college/university equivalent work experience in the investment or financial services industry
  • Communication Skills - Strong verbal and written communication skills.
  • Interpersonal Skills - Superb interpersonal and relationship-building skills.
  • Responsibility and Initiative - An ability to work independently in an efficient and responsible manner.
  • Teamwork - Experience working effectively with others in a team setting.
  • Technology - A working knowledge of Microsoft Office applications. Microsoft Access is preferred.
  • Organizational and Multi-Tasking Skills - Exceptional organizational and problem-solving skills.

 

Required Skills

 

 

 

Job Location
Nashville, , United States
Company Location
US Nashville 601 Grassmere Park (40)
Position Type
Full-Time/Regular

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