Associate Account Manager
Job Summary
The Account Management (AM) team supports Ipreo’s Research, Sales and Trading clients. The team interacts with users of Ipreo’s products and data from Assistant to C-level, working to deliver exceptional service and to retain and grow the client base. The Associate Account Manager (AAM) will be responsible for facilitating many of the functions of the AM team, taking ownership of tasks pro-actively and as directed by members of the team or management. The AAM will also provide direct support to a list of assigned clients, acting as the primary contact for users. As such the role requires the development of long-term relationships with customers, in order to maximise revenue retention as well as to identify and deliver increased revenue from accounts. The role will involve on site client visits, primarily to provide product and systems training to end-users.
The role is global in scope, and while it will be primarily focused on working with the European team and European clients, it will interact with other key functions of the business globally, including Sales, Marketing, and Finance.
Role Responsibilities and Content
- Act as the first point of contact for incoming product and technical client calls and emails, providing support, resolving or escalating issues as appropriate.
- Develop an in-depth knowledge of Ipreo's full range of products, in order to advise clients when assistance is required.
- Provide product and system training sessions for new and existing clients in order to maintain and increase usage of products.
- Liaise with Product Development team to specify and prioritise enhancement requests. Communicate development schedules to clients.
- Create and administer client access to Ipreo’s products. Ensure all product access is correct as per contract. Configure client user accounts to their individual requirements.
- Produce reports on client usage of products and data, and on performance of internal team members. Present information to management in a relevant and actionable format.
- Manage import of client data from 3 party systems into Ipreo’s products. Work with Project Management, Product and AMs to ensure that data is transferred and / or manipulated in an accurate and timely fashion.
- Maintain internal CRM data. Document client contact. Keep contract details, user details, client lists, etc current.
- Monitor Ipreo’s technical issue ticketing system. Work to move issues through the resolution process, working with Account Managers and Product to obtain necessary information from clients and troubleshoot.
- Liaise with AMs, Product, and Marketing to deliver powerful and properly targeted marketing and other client communications. Maintain accurate client and prospect lists, manage distribution of mailshots through CRM tool.
Person Specification
- Strong customer facing ability. Comfortable and credible when interacting with senior individuals, both internal and external.
- Exceptional organisation and prioritisation skills
- Exceptional attention to detail
- Quick learner
- Creative problem solver
- Hard working. Able to take direction or work independently as required.
- Tenacious, resilient persuasive individual
- Previous client facing experience desirable.
- Previous experience in an administrative or support function an advantage.
- Knowledge of or interest in the Capital Markets an advantage.
- European language an advantage
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