Client Success Associate

Extel has been conducting independent research surveys with global investment professionals who evaluate and determine the best performing sell side service providers, asset managers and CEOs, CFOs, IROs and IR Programs across Europe, Emerging EMEA, Asia Pacific, North America and Latin America.

The research data independently captures evaluations of companies, investment professionals and executives from investment managers, banks, research providers and corporate issuers, to deliver detailed peer-to-peer comparative analyses every year; the feedback helps inform strategic decision making and improve resource and process management.

About the Role

Extel, is the leading provider of unattributed, qualitative feedback, for all three sides of the investment community (Buy-side, Sell-side and Corporates). The Extel rankings are internationally recognized as the measure by which many investment professionals in the financial industry benchmark performance.

Extel has evolved from a Research & Rankings business to offering detailed data and advisory output that delivers actionable intelligence to the investment community. The results are delivered to clients through a sophisticated data analytics tool - our goal is that clients extract the maximum value on a continual basis from the Vantage Dashboard in order to maintain Extel's high retention rate.

The customer success team would be a valuable extension to the existing client facing function, with an opportunity to generate new business and assist with maintaining and growing net revenue retention rates. The successful candidate will evolve to become a key member of the sales team at an exciting period of expansion for Extel and should endeavor to become a knowledgeable and valued partner for clients.

Skills & Experience:

• 2+ years in institutional client experience
• 2+ years' experience within an ARR or subscriptions business model

• Experience servicing global customers in financial services institutions

• A good understanding and interest in financial markets or investor relations
• Strong communication and interpersonal skills, ability to build relationships internally and externally
• Highly organized, self-starter, positive and results oriented
• IT Literate; knowledge of Microsoft Office, CRM systems and a business intelligence platform
• Passionate about data and strong attention to detail

Principle Responsibilities:

• Conduct regular (quarterly) check-ins with all accounts, focusing on long-term engagement and application of Extel products and services to uncover renewal opportunities
• Proactively reach out to clients on a regular basis, offering personalised support and assistance when usage stats are low. Understand their specific needs and challenges to tailor solutions accordingly.
• Develop and maintain strong relationships with clients within assigned book of business. Act as the primary point of contact for client inquiries, concerns, and requests
• Proactively manage the renewal process for existing clients. Prepare renewal proposals, and negotiate contract terms to ensure timely renewals and retention of clients
• Identify upsell potentials, to foster growth on accounts with Promote and Vantage products - Promote and Promote-to-Vantage and Vantage Lite
• Monitor and assess client health using internal dashboards and informed understanding of your customers' business goals. Action retention plans to avoid cancellations
• Support the Sales team in day-to-day activities with the existing client base, including smaller transaction sales for both renewals and new business
• Onboard new users, guiding them through the setup process and ensuring they have a seamless experience with accessing and deriving value from Extel products
• Provide product demonstrations to existing users, showcasing the features and capabilities of our offerings to help them maximise their usage and extract value from our products
• Maintain and update client information using Salesforce, including creating new users, changing entitlements, generating reports, and updating contact information
• Aid in coordinating and scheduling Extel sales meetings among clients and prospects and confirming meetings
• Host, organise, and schedule client meetings and events
• Participate in internal projects, including testing new features and website enhancements

Customer Engagement Responsibilities:

• Client Engagement: Interaction with external contacts to explain voting process and survey methodology, as well as encouraging participation in the surveys. A professional and efficient approach is essential.

• User management operations: The candidate will be expected to independently use proprietary systems, which include Qlik and Hubspot, to own the reporting on customer usage.

• Data integrity: Data cleansing to ensure accurate demographic information, eligibility of participants and quality of voting for research projects, working with other project managers and database team. Monitor and maintain accurate contact data in CRM.

• Survey Results: Assist with preparation of survey results publication and customer communications

• Project Management:Work collaboratively with the Extel Operations and Sales team on the execution and project plans for survey creation, publishing of rankings and customer fulfillment.

Requirements:

• Education
  • Undergraduate degree, preferably in business or economics
• Skills and knowledge
  • Excellent spoken and written English
  • Additional language is a plus

We offer a competitive compensation package which empowers our employees to thrive both professionally and personally. Our benefits package includes medical, mental and vision coverage, employer matching retirement plan, flexible work arrangements, vacation time & paid holidays, tuition reimbursement & learning resources.

Extel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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