Client Specialist (Equities / Equity / Financial / Technology) at CA Global

Job Description

Client:

Our client is the leading source of intelligent information for the world’s businesses and professionals. They deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world’s most trusted news organization.
 
Job description:

The client specialist retains and grows market share by pro-actively analyzing customer's needs, training for new and existing products on relevant functionality and content to specific end user workflows, increasing usage and product stickiness. The client specialist provides post sale expertise and knowledge identifying and/or focusing on the “at risk” customers. He or she manages the renewal process and builds strong client relationships to achieve assigned retention targets and satisfaction levels. Due to their trusted-advisor status, client specialists are an invaluable resource in understanding the dynamics within the client organization and identifying cross-sell and up-sell opportunities. Client Specialists will also provide/coordinate customer support. Responsible for a market segment across a region.
 
Key accountabilities include:

• Build & own the relationship of key stakeholders in their sector of expertise and act as their competent partner.
• Understand client requirements, current technical environment and training and support needs.
• Consolidate and provide customer feedback to relevant groups (account teams, product development teams) on clients' use of products, product enhancements, competition, trends, future service needs, internal relationship issues/conflicts and competitive situations by understanding, identifying and mapping the client workflow.
• Identify “at risk” customers/end users and tactically focus on retaining them, bringing in Sales Specialists where required.
• Is accountable for monitoring usage as an indicator of need for training, at risk etc.
• Identify potential clients / end users by analyzing the customer account to enable competition displacement or new sale.
• Transition post sale knowledge/relationships to the account teams and participate in value review presentations.
• Work collaboratively internally and externally to leverage resources for client support.
• Develop training content, training presentations, guided demonstration materials, and competency assessments to either train new and existing end users of the company Products and Solutions and increase product stickiness by demonstrating relevant new content and functionality driving customer´s retention.
• Use CRM as an activity planning tool and capture all client related activities / intelligence in a timely and accurate manner.
• Co-operate on an international basis to share knowledge and best working practices.
• Responsible for the overall end user satisfaction

Qualifications and Requirements:

• A great communicator and a skilled negotiator
• Min of 5 years’ experience of working in a similar role.
• HND, Bachelor's Degree in relative field of study preferred.
• Client Relationship Experience
• Fluent proficiency in written and oral English
• Excellent networking skills and an ability to build relationships
• Strong interpersonal communication skills, ability to converse at all levels in an organization and across diversity of cultures.
• Able to withstand pressure, meet tight deadlines and work independently with excellent decision making skills
• A willingness to learn and share knowledge regionally and globally