Senior Analyst - Sales Support & Client Connect

We have an opportunity with one of our clients, please find below the details of the same

Senior Analyst - Sales Support and Client Connect

Role Description:

Manage interaction with our existing clients (IT and BPO service providers) that includes:

- Identify proper usage of our subscriptions like Scheduling briefings for the clients who have made contractual provisions for briefings, Scheduling workshops for the clients who have bought them either in their subscription or separately. These briefings may be US/Europe or India based.

- Identify leads and pass them to BDM team & help scheduling meetings whenever senior advisor/partners travel in geos to maximize the relationship and create new opportunities.

- Identify concerns, if any. Compile suggestions to improve our products and manage the feedback process.

- Keep the contacts updated in the tool from our existing clients as well as the prospective clients

Client Connect Interactions:

- Provide overview of subscription offering for Service Provider

- Introduce Service Provider to the submission process through introductory call

- Facilitate and participate in site demos for existing and potential clients

- Distribute periodic reporting of site activity to the service providers

- Seamlessly work with the our back office IT and US based research team

Other Sales Support and Event coordination & Management:

- Create Account Owners Score cards and support the stakeholders with additional data requests and SP Decks

- Support Research Sales Director (India and US based) in their pursuits as required

- Coordinate and manage flagship events

- Coordinate with external and internal stakeholder for Research Events

- Be the internal coordinator for Industry events - manage participation and interactions on the sideline.

- Relationship Activities - Nurture relationship with service providers;

- The successful candidate will have significant customer service experience, excellent communication skills, have a ‘client first’ mentality, be able to work flexible hours to accommodate clients from across the globe, have experience troubleshooting client issues in real time, and be familiar with Excel and online systems.

Requirements:

- Experience in customer service/marketing and sales support function

- B.A. or B.S. minimum, MBA or M.S. preferred.

- A general understanding of the IT and BPO marketplace.

- A general understanding of advertising metrics is not necessary, but is preferred.

- Exceptional customer satisfaction skills that show through over the phone and through email.

- The ability to proactively troubleshoot client issues and work the client to resolve their issues in a satisfactory manner. This includes understanding the client issues, working with internal research and IT team members to resolve the issue, and communicate clearly and positively with the client throughout the process.

- The ability to understand the importance of reporting to client measurement programs and to be able to discuss these concepts with clients.

- The ability to work a flexible schedule, collaborating with both US and European regions. Will occasionally require evening work hours.

Apoorva