Client Engagement Specialist

  • Competitive and benefits
  • London, England, United Kingdom London England GB
  • Permanent, Full time
  • Wood Mackenzie Ltd
  • 16 Apr 18 2018-04-16

The Client Engagement Specialist will build client relationships to strengthen our reputation and increase awareness of the services available to the client. You actively seek opportunities to embed and grow usage of our industry leading research services, mainly through phone, email and client visits. You’ll be the first point of contact for day-to-day client enquiries, which requires you to leverage internal networks to ensure that client needs are met and exceeded. In managing external enquiries, you aim to achieve 100% customer satisfaction and efficient resolution.

About us

 

For the past 40 years, Wood Mackenzie has established its reputation as a trusted source of intelligence, enriching lives by empowering clients with unique insight on the world’s natural resources.

 

Now, as part of the Verisk Analytics family, that legacy is even stronger.  Aligning with the world’s leading data analytics company extends our ability to help clients overcome the toughest challenges with our unrivalled analysis and advice.

 

We will continue to build on the power of our existing approach to assess and value individual assets and companies, allowing our clients to pursue the most promising opportunities.

 

Together, we inspire and innovate the markets we serve –  providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources.

Role Summary

The Client Engagement Specialist will build client relationships to strengthen our reputation and increase awareness of the services available to the client.  You actively seek opportunities to embed and grow usage of our industry leading research services, mainly through phone, email and client visits.

You’ll be the first point of contact for day-to-day client enquiries, which requires you to leverage internal networks to ensure that client needs are met and exceeded. In managing external enquiries, you aim to achieve 100% customer satisfaction and efficient resolution. 

Responsibilities

  • Contribute to account planning activities and implement tailored engagement plans that will support retention and drive usage
  • Regularly analyse client usage trends and identify tactics to drive growth and protect revenues 
  • Actively engage with key client contacts to build effective relationships, to understand client needs and to promote relevant Wood Mackenzie content
  • Fully on-board new users providing portal demos and an introduction to Wood Mackenzie
  • Attend client visits to meet your key contacts and users
  • Regularly contact clients to ensure that users have access to relevant content and know how to access the research available to them, as well as to help troubleshoot or escalate issues
  • Attend Wood Mackenzie events to meet your clients.  Call users prior to the event to promote the event and confirm attendance.
  • Proactively seek opportunities to promote relevant content to your clients and to keep them up to date with up-to-date industry knowledge.
  • Help to identify potential commercial opportunities and gather competitor intelligence
  • Work in collaboration with the Training, Research, Sales and Marketing team to engage effectively with your clients
  • Adhere to team SLA's and following process for client interactions, ensuring that KPIs and target are met

 

 

Knowledge & Experience

  • Proven experience working in a client facing environment and experience building strong internal and external relationships.
  • Ability to build and maintain strong client relationships
  • Strong commercial focus
  • Strong verbal and written communication skills for influencing and advising
  • Inquisitive nature -  to spot opportunities to grow usage of our services
  • Well defined time management and organisational skills
  • Highly self-motivated, professional an proactive
  • Excellent English language skills – other language skills are desirable – (French in particular conversational and written skills)
  • Strong computer efficiency (Microsoft Office Suite)