Client Services recruitment

Role Purpose

As a member of the Client Services team, you will be providing dedicated customer care to a portfolio of Wood Mackenzie’s energy and metals clients. He/She will proactively support sales and retention activity in co-ordination with Sales Marketing team colleagues and you strive to provide clients with consistently excellent and informed customer care. You aim to build and strengthen client relationships and increase use of Wood Mackenzie’s research products in support of the company’s growth and retention targets.

Key relationships

The successful candidate will work within dedicated client account teams on assigned accounts with colleagues from Sales and Client Training departments where regular communication is critical. He/She will also co-ordinate routinely across other Wood Mackenzie departments including Research, Finance, Marketing and Technology to facilitate a one-team response to assigned clients. the role holder will report to the Client Services Team Leader.

Main Responsibilities

Providing assigned accounts with continuous customer care:

As the clients’ dedicated contact at Wood Mackenzie, you will take responsibility for client servicing activity on your assigned accounts, including:

providing new sales and renewal contract support

processing and invoicing client orders

enabling product access and maintaining accurate client account information

monitoring client product activity and addressing declines in usage

promoting appropriate Wood Mackenzie products

Acting as a first point of contact:

You act as a first point of contact for day-to-day support matters and you co-ordinate internally to ensure that client expectations are met and exceeded. This might involve:

handling product queries relating to access, functionality and content

providing information relating to subscriptions, invoices and renewals

alerting teams to sales and training opportunities

co-ordinating IT issues with the technology helpdesk

In managing external enquiries, you aim to achieve customer satisfaction and efficient resolution by ensuring that all interactions are recorded accurately in internal systems and followed up promptly. 

Your in-depth knowledge of your clients allows you to proactively share knowledge internally to ensure the provision of a well co-ordinated service to clients across the business.

Building positive client relationships to support retention:

You focus on building and strengthening positive client relationships through regular contact with product users. You communicate with the client account teams to facilitate a one-team approach. This includes:

communicating your role and contact details

regular client visits and phone calls to ensure that users have access to the latest research

providing guidance on basic website navigation

communicating client feedback to the account team

attending relevant sales, training and marketing events

You are closely involved in the account planning process to understand client strategies and you plan your activity accordingly.

Customer Helpdesk:

In co-ordination with your team colleagues, you are responsible for responding to incoming client emails and phone calls received via Wood Mackenzie’s Customer Helpdesks.

Managing Client Information

You are responsible for updating relevant systems in relation to your client accounts:

updating client information and interaction detail in Salesforce.com and other client-related systems

following up with clients for up-to-date contact information

ensuring that product delivery contact points are current

ensuring that Wood Mackenzie and client contact data on client websites is accurate

Knowledge and Experience

Candidates should be confident and professional with 2/3 years experience of working in a client-facing environment.   A strong commercial focus and excellent organisational and IT skills, as well as flexibility and good time management are essential to succeed in this role. A working knowledge of Salesforce.com would be beneficial.

Essential Competencies

providing high-quality client care and building client relationships

facilitating prompt and seamless communication among team members

managing multiple tasks, multiple contacts and co-ordination with multiple teams

organising complex actions and ensuring that they are followed through

working with IT applications, particularly Wood Mackenzie internal applications and client portal sites

To Apply:

Please send an up-to-date résumé with a cover letter explaining your knowledge, skills and competencies that demonstrate an alignment to the needs of this position. For further information regarding Wood Mackenzie, visit our website at www.woodmac.com.

Apply to:           http://www.woodmac.com/vacancies

Closing Date:            September 14, 2012