Client Services Executive
PEI Media, United States
Job Description
Background
PEI is the only global B2B information group focused exclusively on private equity, private real estate, private debt, infrastructure, and investing. As these classes continue to grow in scale and significance for investors, fund managers, financial practitioners, and other service industries globally PEI is positioned to provide unparalleled business knowledge and intelligence to these communities.
Formed in London in November 2001, PEI publishes globally recognized magazines and news websites, manages an extensive set of databases dedicated to alternative assets, runs more than 50 market-leading conferences globally, and publishes a large library of specialist books.
Purpose of Role
Client Engagement Executive [CEE], reporting into the Manager of Retention amp; Sales Operations, is tasked with proactively engaging our subscriber base in America to increase usage and reliance on our information; the aim being to affect an improving client retention rate. This is achieved by working closely with the Senior CEE in New York, NY and members of the team based in New York and internationally, and through utilizing analytical tools available to identify and track distinct client groups and to proactively engage individual subscribers. This includes engaging subscribers over the phone and via product demonstrations, whilst displaying an understanding of the market, competitive services and how we can support our clients further.
Key Responsibilities
- Speak to our Licensed Users at least once a year.
- Proactively respond to and resolve any client service access issues. Record progress and resolution in our CRM.
- Utilize the analytics tools available, to identify ‘at risk’ accounts within distinct client groups. Track and benchmark KPIs for these groups to report on progress made on client engagement on a monthly basis.
- Make intelligent use of admin systems and PEI staff insight to efficiently determine the best approach to engage the client amp; then action.
- Report weekly on activity based KPIs to demonstrate client engagement and delivery on expectations.
- Book sessions daily with ‘at risk’ subscribers. Prepare for appointments this will include brief research on the client, as well as identification of relevant profiles/articles in advance to best showcase how greater usage of the online service might benefit the user
- Determine whether our Financial Researchers could play a more proactive role with a particular client amp; proactively take a lead in connecting the teams where this is the case. Similarly, be alive to potential commercial opportunities (ie; upgrades/additional users/new titles/conference attendance etc) and facilitate the introduction of a Sales Executive to pursue the opportunity.
- Maintain up-to-date records daily to ensure that all contact with ‘at risk’ clients, also competitor information etc is recorded correctly and evaluated. Write up key points of your client engagement against the Contact in CRM.
- Support the subscriptions team by validating orders (both renewals and new) ensuring correct set up and respond promptly to resolve any sign in issues directly with customers.
- As time and resources allow, take on other related projects such as promoting usage within our conference delegate pool and new registrant pool, with the similar aim of driving client engagement with our suite of online information services.
- Liaise with colleagues so as to keep fully up-to-date with all the latest product related developments and provide constructive feedback.
Requirements
- Training and Product support experience: 1 year (preferred)
- Making 30-40 calls per day: 1year (preferred)
- Multiple technical applicates: 1 year (preferred)
Individual Characteristics
Outgoing and driven
Team player with a positive attitude
Self-motivated with a strong work ethic
Detail oriented
Good communicator