Client Service Associate

Client Services Associate

Sarasota, Florida 

Hybrid

About the Role 

You will be responsible for supporting NDRs client base across North America. Client Services associates support all client related business activities. Your job purpose isto execute processes and value-added solutions to address customer needs. You will work in partnership with Account Managers, and interact with Commercial Managers, Research, Product Specialists, and other groups in the analysis, interpretation, and resolution of client issues.

Principle Responsibilities:

• Ensure client responses are actioned in a timely manner and the response is satisfactory
• Maintain and update client information using our CRM system Salesforce
• Connect with new clients/prospects to make sure they can navigate websites and access NDR products
• Help manage and track the distribution of NDR strategist resources across the different territories

• Work with account managers to monitor the service levels for each AMERICA NDR client
• Ensure clients are receiving adequate service and interaction based on firm commercial policy
• Enable distribution of research chart packs prior to 1:1 meetings
• Report on client engagement and activity – identifying clients with low interaction and also clients who may wish to receive additional products and services
• Liaise with Marketing team for local events
• Ensure all agreements are on file for each client and contact records are accurate
• Help maintain and standardised reporting and clients' usage statistics
• Partner with sales and finance for outstanding contracts
• Keep up to date records of NDR’s vote user lists
• Take part in internal projects, such as testing new features, website, etc.
• Coordinate beta tests with NDR clients

Requirements: 

• Education
  • Undergraduate degree, ideally in finance or economics
• Experience
  • Ideally 1-2 years in dealing with corporate clients in a business to business setting, preferably in the finance sector
  • Strong operations and customer service experience
  • An understanding of the different types of professional investors and their respective research needs
  • A good understanding and interest in global macro-economics, strategy and investment
• Skills and knowledge:
  • Excellent spoken and written English
    
    
• Training:
  • Knowledge of financial markets and investment methodologies greatly increases your ability to understand client keens. To that end NDR supports staff looking to study for the CFA and CMT qualifications through a tuition reimbursement scheme.

Behavioral Competencies:

• Customer-service orientation with a positive attitude
• Sense of urgency and desire to work in a fast-paced environment
• Action-oriented and collaborative and team player
• Extraverted and engaging, asks questions to confirm understanding
• Interest in expanding own knowledge, enthusiastic and keen to take initiative to learn new skills
• Desire to meet high standards set by management to provide best quality service to clients and colleagues
• Supports team decisions, willing to support colleagues on tasks not directly related to the job