Job Description:The Client Success Executive at Blue Umbrella is a key communications conduit whose role is to act as a primary contact point between clients, vendors, research teams and internal departments.
It is the responsibility of a Client Success Executive to ensure that research work is conducted and completed at a high level of quality and in a timely manner by assisting to ensure that the research teams have all required materials and communicating client concerns to managers and team leaders.
The Client Success Executive is also responsible for communicating with clients and other stakeholders all relevant information that may affect them such as pricing, turnaround time, potential issues and delays associated with orders, etc.This position reports to the Operations Manager.Duties and Responsibilities will include but not be limited to:Serve as the primary contact for major client accounts, or a key touch point for client queries, emails, etc.
Identify any potential inefficiencies, issues and/or queries that need to be raised with clients from the outset regarding their requests
Consistently leverage strong communication skills – both with internal and external stakeholders
Demonstrate a firm understanding of research capabilities, operational workflow, and their limitations
Provide recommendations on pricing and TAT to managers based on scoping exercises and knowledge of existing workload, upcoming holidays, etc.
Assist to ensure that reports are in good order prior to delivery
Ensure on-time delivery of final reports
Understand and support business goals as outlined by a manager
Keep abreast of industry-related news
Support team leaders and managers with items that may include, but are not limited to:
Assisting with macro-level case management
Ensuring that research requirements are fulfilled by acquiring any and all required documents as dictated by agreed upon scope
Double-check and verify client invoices
Contribute to continuous improvement efforts, e.g., providing input/feedback and/or assisting in the execution of training reviews, process and efficiency improvements, product innovation, etc.
Exhibit an interest in personal development by requesting feedback from supervisors and/or managers
Comply with and/or follow processes, standards, values of Blue Umbrella as outlined in training, policies and staff manualsQualifications:Bachelor's degree holder
Possess excellent command of spoken and written English and Chinese
Ability to build relationships across the business both internally and externally
Professional approach to delivering quality client service
Quick learner who can spot new opportunities with demonstrated initiative, diligence, and attention to detail
Strong analytical, internet research and presentation skills
Organized and able to work effectively and efficiently under tight deadlines while managing projects independently as part of a wide and varied team
Excellent interpersonal communication skills
Detailed understanding and working knowledge of Microsoft Office
Experience with online databases (i.e., internet, media, academic databases) is advantageous#J-18808-Ljbffr