We can only accept applications from candidates who already have the right to live and work in the UK at the time of their application.
The Role
The Client Support Associate (Relationship Associate) will support and collaborate with Relationship Managers and the Relationship Team Manager in aspects of client account management and provide phone and in person support to Corporate Access, Sales and Research 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 within the Sales, Trading and Research (STR) team.
The Client Support Associate will work closely with the Relationship Managers to help drive client strategy. They will work with the Coordinators within Corporate Access teams at the investment banks to support and drive execution for corporate marketing, analyst marketing and conference management using Dealogic software.
Client Relationship Building & Support
- 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
- Respond to client emails and calls, troubleshoot and manage client issues
- Drive and facilitate daily client support through email, phone and in person meetings
- Provide onsite and remote training (telephone and/or WebEx) and on-boarding for users to ensure that clients are aware of product features, functionality and content
- Work with clients to test and roll out standard business reports, determine and create an alternative resolution to provide to the client where necessary
Client Relationship Management
- Understand Dealogic’s client base and work to strengthen and broaden the relationship through supporting, training and dialogue with key users and contacts
- Work with Relationship Managers to identify opportunities to increase the footprint of the product (and other Dealogic products) throughout all covered clients
Product Knowledge
- Act as a product expert on Dealogic STR products
- Execute other ad hoc projects, for example, working to enhance and clean investor data
- Share and monitor product feedback with STR Product Managers
- Understanding of the Dealogic platform
Product User Testing & Product Deployment
- Work with the Product, Development, QA teams and Technical Account Managers in order to spec, test and roll out enhancements
- 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 and enhancement requests
- Provide onsite support for Corporate Access, managing upgrades and/or during conferences
Skills & Experience
Education/Qualification
- Bachelor’s degree in related discipline
Languages
- Excellent standard of spoken and written English
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 software applications
- Experience in proactively managing client relationships
- Exposure to CRM systems, web design and HTML useful (desirable)
- Experience using MS Excel to analyse reports (desirable)
- Experience interacting with developers and IT professionals (desirable)
Character
- Strong proactive work ethic
- Detail orientated
- Excellent communication and interpersonal skills
- Team player who works collaboratively across departments
- Ability to prioritise conflicting demands and deadlines
- Determined in the face of objection or difficult work situations
- Problem-solver with a focus on delivering results
- Customer focused with a drive to develop and nurture relationships
- Strong influencing skills
- Proven capability to work on own initiative
- Comfortable working in a change environment with the ability to adapt to ambiguous situations