Client Relations - Analyst

19 Minutes ago • 2 Years +

Job Summary

Job Description

The Client Relations Executive will provide customer service and support to IT outsourcing (ITO), business process outsourcing (BPO), and telecommunications network service providers. Responsibilities include monitoring client progress, conducting onboarding sessions, enabling client renewals, and communicating with stakeholders. The role requires excellent client-facing and time management skills. The candidate will also need to understand ISG Research's products and services, including ISG Momentum.

Must have:

2+ years in client relationship management, or similar.
Understanding of the ITO and BPO marketplace.
Excellent time management and ability to meet deadlines.
Ability to troubleshoot client issues and resolve them.
Good communication skills, both written and verbal.
Experience working with global clients is helpful.

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

mean

market-research

account-management

timeline-management

talent-acquisition

team-management

Job Details

Description

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that’s connected – connected by freedom.

Description:

ISG is a leader in subscription research, advisory and strategy consulting services for senior business and IT executives, technology and software vendors and business / IT services providers. Our mission is to help our clients make better business decisions and create new business value through trusted and objective insights into the key market trends and emerging technologies driving real change.

The Client Relations Executive will be responsible for providing personalized customer service and support to both information technology outsourcing (ITO) & business process outsourcing (BPO) and telecommunications network service providers through ISG’s Research practice.

This role has a formalized career path developed by the ISG Research Executive Leadership team allowing a Client Relations Executive to pursue specific areas of subject matter expertise. These areas pertain to our business, e.g. strategic account development, benchmarking, client renewal efforts, marketing, etc. The career paths may be geared towards those who seek a management or individual contributor role within ISG Research.

This role is a critical one to ISG Research’s business and the firm. We seek candidates who have exceptional client facing and time management skills as well as a strong fluency with English.

The candidate will be responsible for monitoring and tracking progress of all clients; conduct onboarding sessions, enable client renewals of subscription advisory services; communicate with both internal and external stakeholders, and general support of the Provider Services sales team on related opportunities/questions/issues.

The candidate will be required to have knowledge of ISG Research’s products including ISG Momentum services and other related services as they become relevant

Roles and Responsibilities:

Manage interaction with ISG Research’s existing clients (IT, BPO and Network service providers)
Liaison between provider and ISG Advisory community
Identify proper usage of momentum services by scheduling advisor briefings and workshop for the clients aligned to client’s objectives of the program
Consultatively work with clients to ensure they see value out of their relationship with ISG; conduct on-boarding calls and regular cadence calls
Drive and manage monthly/quarterly targets of usage of services per client assigned
Provide an overview on ISG Tools, services and offerings purchased and track their usage regularly.
Identify concerns of the client, if any. Compile suggestions to improve our products and manage the feedback process.
Track and update client activity on a proprietary CRM Tool and create reports on a monthly/quarterly basis.

Skills Required:

A minimum of 2 years’ experience in Client relationship management, account management, marketing, and sales support function
A general understanding of the ITO and BPO marketplace
Excellent time management skills and the ability to juggle multiple projects with aggressive deadlines
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
Exceptional cross-group collaboration skills with proven track record of breaking down silos and working with others to maximize impact
Excellent written and verbal communication is a must, previous experience in working directly with global clients in the Americas, Europe and ROW will be helpful

Education level:

Bachelor’s Degree with a diploma in Marketing/Operations

At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.