The Role
The Client Associate is responsible for handling all incoming phone and email queries, providing a high quality and timely response and ensuring all outstanding items get resolved. S/he should work in partnership with cross functional teams to solve problems, escalating where appropriate, while also building and broadening product expertise.
The Client Associate will support and collaborate with other members of Clients Services in all aspects of client management and provide phone and in person support to Corporate Access, Sales, Traders, Research & Syndicate teams at Investment Banks, serving as the product expert for the client. Software support includes training new users, dealing with client queries, identifying and resolving issues, testing and supporting software upgrades and working to broaden the relationship with the Connect team.
Product Support & Training
- Answer calls from clients related to product and user issues and work as a team to problem solve or escalate to the Client Technical Support or appropriate group by logging this information in a timely manner
- Provide onsite support for Corporate Access & Syndicate teams, during conferences and/or deals
- Execute other special projects (for example, working to enhance and clean investor data)
- Share and monitor product feedback with Product Managers
- Work with the Product, Development, QA teams and Client Technical Managers in order to identify, test and roll out enhancements
- Work with clients to test and roll out standard business reports, determine and create an alternative resolution to provide to the client where necessary
- Actively lead efforts to ensure client systems are upgraded to the latest version and support process working closely with IT
- Perform user testing, log issues
Client Connectivity & Segment Support
- Work with Client Managers to identify opportunities to increase the footprint of the product (and other Dealogic products) throughout all covered clients
- Understand Dealogic’s client base and work to strengthen and broaden the relationship with exceptional support, training and touchpoints
- Respond to client emails and calls, troubleshoot and manage client issues
- Drive and facilitate daily client support through phone and in person meetings
- Support peers with delivery of client plans
Client Training
- Take lead in delivery of client trainings for junior users; remote or onsite
- Proactively determine new opportunities to deliver training and complete
- Provide onsite and remote training (telephone and/or WebEx) and onboarding for users to ensure that clients are aware of product features, functionality and content
Skills & Experience
Location
- New York, USA
Education/Qualification
- Undergraduate degree in related discipline
Languages
- Excellent standard of spoken and written English
Character
- Strong proactive work ethic with a creative mindset
- Detail orientated and methodical thinker
- Excellent communication and interpersonal skills
- Team player who works collaboratively across departments
- Ability to prioritize conflicting demands and deadlines
- Determined in the face of objection or difficult work situations
- Problem-solver with a focus on delivering results
- Client focused with a drive to develop and nurture relationships
- Proven capability to work on own initiative
- Comfortable working in a change environment with the ability to adapt to ambiguous situations
Practical Experience
- Proven experience working in a client facing role
- Experience of working with technology products
- Analysing problems and translating that into a solution in a software applications
- Experience in proactively managing client relationships
- Exposure to CRM systems, web design and HTML (desirable)
- Experience using MS Excel to analyse reports (desirable)
- Experience interacting with developers and IT professionals (desirable)