Client Success manager, IDC UK

UK-London | UK-London
ID
2017-2293
# of Openings
1

Overview

IDC is looking for an outgoing, energetic team-player who is highly customer centric to provide the front-line interaction with our major clients.

The Client Relationship Manager/Client Success role is a key, competitive value for IDC’s solutions, acting as a liaison between our customers' business problems and Europe's leading industry analysts. The successful candidate will coordinate problem-solving efforts to ensure the highest level of customer satisfaction and ensuring that all contractual obligations are being met and contractual risks within the organization are flagged to senior management. In this position, CRM will work with customers to proactively drive adoption and usage while ensuring high retention rates.

Responsibilities

This role will require interacting and collaborating with clients, analysts, sales & marketing across Europe and often other IDC company operations worldwide and main responsibilities will be:

  • Facilitate all customer enquiry activity through strong relationship-building, product knowledge, planning and execution.
    • Coordinate customer interactions with IDC analysts via calls/presentations/onsites etc.
    • Work with customers to ensure they are leveraging IDC effectively and finding value in the service.
    • Monitor and identify usage trends in order to uncover renewal risks, while supporting greater adoption rates.
    • Proactively stimulate document usage of all clients by getting the client to read minimum required documents within period leading up to the client’s renewal
    • Work closely with analyst teams to:
  • Gather, input and track analyst customer interaction in Salesforce.com.
  • Develop a deep knowledge of IDC’s research
  • Create and curate proactive content to increase client alignment and value
  • Support sales on account strategy, upsell opportunities, renewal analysis, and client efforts including trials and onsites.

 

Qualifications

The successful candidates will have 3-5 years of customer service related experience, possess excellent verbal and written communication skills, and be enthusiastic about Information Technology.

As such he/she:

  • Can proactively manage a variety of client analyst interaction touch points
  • Can work independently and as part of a team
  • Has strong organizational skills with the ability to adapt to a demanding and dynamic work environment
  • Accepts new ideas and challenges and is a creative thinker who changes with the times and technology
  • Has a high level of competency with MS Suite and SaleForce
  • Is highly proficient in spoken and written English, additional European languages an advantage
  • A bachelor’s degree is required, preferably in Information Technology, Business, or Sciences. 


CRM will be aligned with the commercial results of IDC to support client retention and increased research subscriptions revenue.



Based in London, this is a full time, highly visible position that will suit an ambitious, internationally-minded professional who is seeking a challenging career opportunity with an international culture. A dynamic candidate will have an opportunity to explore growth potential into further key strategic positions.

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