Client Services – Engagement

  • NA
  • Tokyo, Tokyo-to, Japan
  • Permanent, Full time
  • Wood Mackenzie Asia Pacific Pte Ltd
  • 21 Aug 17

As a member of the Client Servicing team, you provide sales and retention support for Wood Mackenzie’s growing client base in Asia Pacific. Working as an integral part of the account teams, you predominantly support Wood Mackenzie’s Japan revenue accounts as well as a wider portfolio of clients in the region as commercial needs require. You strive to build and maintain strong client relationships through regular contact and the provision of excellent customer care with the core users communities, and key client relationship contacts. You work across a number of teams to ensure that clients derive value.

Main Responsibilities

Building client relationships to drive usage of our research services

You proactively & creatively seek opportunities to embed and grow usage of our research services, mainly through meetings, outbound phone and email activities, plus plan & co-ordinate client visits.  You are expected to:

 

  • Proactively contribute to account planning activities and implement tailored engagement plans that will support retention and drive growth
  • Drive user & usage growth in clients across the region resulting in year on year growth of the top clients by subscription
  • Regularly analyse internal client health via usage trends and identify, plan & deliver tactics, opportunities & activities  to drive growth and protect revenues 
  • Monitor & interpret external client health such as share price, press releases and role changes & implement action plan with the account team
  • Frequently engage with key client contacts to build effective relationships, to understand client needs and provide best in class service through an integrated approach as well as to promote relevant Wood Mackenzie content
  • Regularly contact clients to ensure that users have access to relevant content and to help troubleshoot or escalate issues and taking ownership of any follow up actions
  • Regularly identify and promote key Wood Mackenzie content by client business unit to demonstrate alignment of Wood Mackenzie content with client workflows, issues & market themes
  • Organise and/or provide support for Wood Mackenzie events and facilitate contact with clients, such as client site Awareness Days or offsite Marketing Forums and Training events
  • Identify potential commercial opportunities and gather competitor intelligence
  • Identify and actively pursue opportunities to enhance business profitability, by improving sales propositions and process efficiency and removing unnecessary costs.
  • Create individual client collateral as required, such as user guides and onboarding documents according to client subscription spend, location and IT requirements
  • Evaluate effectiveness of Engagement Campaigns and share with the wider team
  • Own user and contact relationships from a relationship perspective in order to allow Sales to focus on commercial client relationships
  • Deliver high-quality service at all times, thinking of the client's needs and measured by an increase in NPS score

 

You also act as a first point of contact for day-to-day client enquiries which vary in complexity and requires you to leverage internal networks to ensure that client needs are met and exceeded. In managing external enquiries, you aim to achieve 100% customer satisfaction and efficient resolution in accordance with our SLA’s. 

 

Managing contract fulfilment and account maintenance in conjunction with the Client Service Operations team

You provide contract support to the Sales team for your assigned accounts and you are responsible for managing access to content for your assigned client accounts.  This entails:

 

  • As part of the account team provide contract support for new sales and renewals which includes checking legal terminology, preparation of an onboarding plan and thorough understanding of the clients expectations from their investment
  • Enabling and managing product access using entitlement systems
  • Updating client information and interaction details in Salesforce.com and other client-related systems
  • Following up with clients for up-to-date contact information
  • Ensuring that client information is accurate in internal systems