Client Response Representative - Zephyr (financial services solution)

Company Description

Informa Connect:

We are part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers with the information and people that empower them to know more, do more, and be more. No other company in the world helps more people share professional knowledge or make business connections.

Each year, we run around 800 events, create digital platforms centered on engaging news and information content, and operate professional development programs for individuals and businesses.

Job Description

Overview:
As a Client Response Representative I in the Financial Group team, you’ll play a vital role in delivering outstanding service to our clients, helping them get the most out of our solutions, and contributing to client retention and renewals. You will be the primary point of contact for both decision-makers and end users, handling client requests, solving issues, and managing projects that strengthen long-term relationships. Your efforts will ensure our clients experience the full value of our products and services, leading to their continued satisfaction and loyalty.

Key Responsibilities:

• Act as the main customer service representative for your assigned clients, responding to inquiries, resolving issues, and managing requests with urgency and care.
• Prioritize and resolve client issues promptly, while tracking and managing all interactions to ensure a smooth customer experience.
• Guide clients to fully utilize our services, such as training, webinars, and help resources, to maximize their investment.
• Maintain clear documentation of client interactions in JIRA, ensuring a seamless experience throughout the client’s journey.
• Keep the account team informed of any clients that may be at risk, taking action as needed to support retention.
• Develop strong, long-term relationships with key stakeholders in your assigned accounts.
• Collaborate with internal teams to promote the value of our products across Sales, Marketing, and Service.
• Serve as a client advocate, offering feedback and insights on product use and client satisfaction to influence product development and best practices.
• Support the contract renewal process, ensuring clients are transitioned smoothly through the cycle to minimize churn.
• Communicate our business processes, solutions, and services clearly, so clients understand the full scope of what we offer.
• Build your personal brand by partnering with clients on strategic initiatives, developing both global and local relationships, and contributing to team and company-wide projects.
• Participate in a highly collaborative team environment that encourages personal and professional growth.
• Perform ad-hoc tasks as needed, which may occasionally include night or weekend work.

This role offers an exciting opportunity to make a meaningful impact on client success while growing your expertise and contributing to a supportive and dynamic team. If you’re passionate about delivering exceptional client experiences, we’d love to have you on board!

Qualifications

• Bachelor’s degree (BS/BA) from an accredited college/university or equivalent work experience in the investment or financial services industry.
• Strong verbal and written communication skills, able to articulate ideas clearly and professionally.
• Excellent interpersonal and relationship-building skills, with the ability to foster positive client and team relationships.
• Ability to work independently, manage tasks proactively, and take initiative with minimal supervision.
• Proven experience working effectively in a collaborative, team-oriented environment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint); familiarity with Microsoft Access is a plus.
• Exceptional organizational, problem-solving, and multitasking abilities, with attention to detail.
• This role offers a salary range of $50,000 to $55,000 USD, along with a quarterly bonus.
• This job posting will close on September 24, 2024.

Additional Information

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com.

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks 
• Broader impact: take up