2 days old
2018-02-222018-03-24

Client Services Executive

Informa
  • Job Code
    1069-143
Informa Careers

12/5/2017

Client Services Executive

Tracking Code
1069-143
Job Description

Informa Business Intelligence provides market intelligence, news and analysis, bespoke consulting services, industry events and specialist online training to millions of customers worldwide through online platforms and multimedia subscription services.  We provide businesses, professionals, academics, scientists and governments with information so they can act, and ultimately make valuable and profitable decisions.

 

JOB PURPOSE

 

In this role you will be expected to:

  • Deliver a world class standard of Customer Service
  • Contribute fully to the objectives of your Division and achieve the personal objectives set by your manager
  • Meet the required KPIs and ensure your client facing activity beats standards and expectations
  • Continually improve your product and industry knowledge to ensure the best support can be offered to all clients
  • Lead by example in all forms of Client communication
  • Act as support for the Client Services Team Leader/Manager when necessary
  • Be the ‘voice’ of the user within our business and provide feedback to all other teams

 

 

Result area

Key responsibilities & activities

Client Communication

  • On-board and initiate new and renewing clients through 121 welcome calls, user initiation, user training, usage reviews and client feedback.
  • Increase client renewal rates
  • Provide account customers with tools needed to drive exposure and usage of the product within their organisations. This includes collateral such as emails, branded microsites and brochures (produced by marketing).
  • Ensure key enhancements to the product or service are communicated to all users, through emails, web-based training and personal calling
  • Provide timely communication to clients ensuring that they are kept fully updated of specific activity to minimise negative impact to their business.
  • Capture and feedback client requirements into the business representing the voice of the user on all divisional developments
  • Ensure clients see full value in our services
  • Record all client interactions in Salesforce.com

 

 

 

Drive, measure and track client facing activity

  • Record key activity metrics such as KPIs, client feedback etc.
  • Complete any relevant reports and documentation required from your management required to measure and track overall business and individual performance
  • Feedback to the business client expectations, frustrations and testimonials that will help to improve client experience with our products.
  • Ensure that all activities with clients are logged in the relevant CRM system.
  • Participate in business improvement initiatives and client escalations as appropriate

Continual Client and Product Knowledge Improvement

  • Develop an understanding of our users and their needs.
  • Keep up to date with latest industry developments and use that knowledge to improve the quality of the service you offer
  • Understand what other comparative products and services our customers are using, and what their perceptions are of value and service in comparison to our own.
  • Manage client escalations and resolve in the fastest time possible

Commercial Awareness

  • Feed any new leads through to the appropriate sales channel.
  • Provide timely communication to your manager on any client, process or product related issues
  • Support the Client Services Team Leader/Manager with any change management decisions

 

Development, Coaching and Self-awareness

  • Complete any required training on time relevant to the overall performance of your role
  • Attend team meetings and 1:1 meetings to stay up to date with business goals and performance
  • Develop a clear understanding of personal strengths and weaknesses. Seek opportunities to utilise strengths and to improve on weaknesses where necessary.

 

 

Required Skills
  • A self-starter with a commercial focus
  • Ability to articulate complex solutions in a simple and coherent manner
  • Strong inter-personal and communication skills
  • Outgoing, confident and engaging
  • Self-critical and able to take on board advice and constructive criticism
  • Presentation Skills

 

Required Experience
  • Demonstrable experience in B2B Client Relationship Management, with a proven track record
  • Some commercial exposure
  • Product and industry knowledge
  • Experience using online application sharing software e.g. Webex, Skype for Business, etc..
  • Experience of operating Salesforce.com and/or Eloqua (for internal applicants)
  • Detailed knowledge of Microsoft Office applications
  • A background in Customer Relationship Management
Job Location
London, London, City of, United Kingdom
Company Location
UK London Christchurch Court (23)
Position Type
Full-Time/Regular

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Categories

  • Customer Service

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