Client Success Executive

Description

The role of the Client Success Executive is to book and host onboarding calls, provide a range of call-based client support, and build relationships with the goal of increasing member heath, engagement and ultimately renewal.

MAJOR RESPONSIBILITIES

• Book and host onboarding calls where you will be accountable for; ensuring members can log in and download our research, educating members on our value proposition and products, and providing ongoing Q&A support.
• Manage the engagement & health of members and member life-cycle tasks, including scheduling & leading onboarding calls and executing lifecycle programs.
• Own all conversations with assigned members. Ensure members are engaged and leveraging their membership by delivering high quality calls to help drive renewal rate and future sales.
• Manage and respond to inbound requests from members.
• Assist in the preparation of key member interactions by collecting and consolidating background information on individuals and organizations as well as their relationship with Info-Tech.
• Work cross-functionally with sales to ensure a coordinated member experiences and ensure the CRM contains accurate account details and contact information.
• Actively seek and report on upsell and cross-sell opportunities.
• Actively seek to increase product knowledge.
• Contribute to retrospectives and continually work on improving our member engagement strategy.

COMPETENCIES/KEY SELECTION CRITERIA

• 3+ years of Account Management or Acquisition experience, with a proven track record of success.
• Experience working in the IT Research and Advisory market.
• Advanced experience with presenting content and ensuring interaction and engagement levels are high.
• Critical Thinking: Ability to assimilate complex information and communicate this in a simple way. Internal and external communication. Understand value proposition and communicate to member in a clear, concise manner. Understand client needs/requests and be able to say it back to them/find analyst to support them.
• Planning & Organization: Set daily schedules, plan territory, setting plans for account growth ext.
• Time management: Managing the member lifecycle; scheduling calls; able to prioritize tasks appropriately.
• Goal setting: Sets own goals around conversations that demonstrates a commitment to professional development; takes ownership of own performance; manage goal attainment; able to set reasonable goals; monitor progress and communicate/ask for help when off pace for goal attainment.
• Active listening: Able to identify client needs; asks great questions & listen.

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.


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