Associate for Client Operations/Client Support
The role involves being one of the main contacts of clients in providing them support on maximizing the use of the product. On a day to day basis, the Associate's time is spent in addressing client questions and requests about the Platform (Market Intelligence, Capital IQ, Panjiva, etc.) and Excel and is also responsible for escalating issues and inquiries to other teams if necessary, communicating with internal content teams, account management, and sales.
Along with providing the best product in the market is providing the best support for it. Associates have a direct impact on the quality of the support provided, hence directly affecting the client's perspective of the quality of the company as a whole. Since the Associates are directly contacting clients, they also have the opportunity to relay feedback to the company and understand the needs of the clients which is valuable to the development of the Platform.
The Career Opportunity:
Associates are trained to be experts in using the products, and given that they receive on a day to day basis feedback from clients, they have a good opportunity to explore roles in the product management/content side of the operations. Since they have client interaction experiences as well, they also have a good position to discover opportunities in account management and sales
Having good communication skills, not just having good control of the English language, but also being able to express your thoughts well. Another set of skills would be the ability to cope with steep learning curves and work under pressure. It's an advantage to have basic Finance concepts knowledge, but we highly value candidates that show the ability to overcome challenges and are able and willing to work in time-sensitive tasks.
Our Hiring Manager Says:
"We highly value people who have the right mindset for learning. Beyond what we've said above, we strive to build a culture of excellence and teamwork in our office and we look at our consultants as key proponents in building such environment. We love building people up, and supports people who want to improve themselves given that they are determined and passionate to do so."
The Associates are our link between the end-user and our products. Combing expertise in our product with a deep understanding of who our clients are and how they use our tools, Associates provide the highest quality support. You will assist our clients with the following tasks:
Functionality – Associates consult with our clients on the best and most efficient way to achieve quality results. (Ex. How to navigate through the platform or maximize the use of the product)
Data – for our clients to feel confident using our data, Associates must be able to explain our collection process as well as the methodologies behind our calculations (Ex. How did we collect the data? How did we arrive with certain financial calculations?)
Problem-solving – providing creative solutions to meet our clients' needs
Excel modeling – Associates assist our clients in building financial models (Ad hoc task and not your main responsibility)
In addition to their daily responsibilities, Associates will also have the opportunity to specialize and receive additional training on a particular Platform/Product (Market Intelligence, Capital IQ, Panjiva, Xpressfeed (DMS) and etc.) or Data Set (Banking, Financial Institutions, Media, Energy, Metals & Mining, Real Estate, etc.)
Shift varies depending on the team being endorsed to.
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