Company Description
Who are we?
We are Analysys Mason – an award winning global management consulting firm helping clients to make and act on the decisions that steer their progress and connect our world.
Specialising in technology, telecoms, media and space sectors, we provide bespoke transformation, value creation, transaction, strategy and regulation and policy consulting, combined with research and insights. We help clients navigate complex transformation journeys, always shaping the next.
Since 1985, our team has expanded to 400+ professionals across 16 offices in 12 countries and our experts have taken on work in over 140 countries, making us a truly global company.
Our vision is to be the leading authority and catalyst for digital change, connectivity and inclusion. We are committed to a sustainable, connected future – contributing to a world where technology delivers for all.
With the support and investment of our private equity partners – Bridgepoint – we will continue our growth trajectory. Analysys Mason is focusing on driving our Research business, and we need talented people to significantly grow existing client relationships and penetrate new markets.
Job Description
As a client success representative, you will play a pivotal role in ensuring our clients receive the maximum value from their subscription research services. You will be the bridge between our clients and the company, helping them navigate our services, understand the insights provided, and apply them effectively to meet their unique needs. This role is designed to make our clients feel supported, valued, and successful every step of the way.
Your work will focus on enhancing client satisfaction and driving long-term relationships. By analysing usage trends, you will identify opportunities to increase engagement and ensure clients are getting the most out of our services. You will also gather powerful testimonials and success stories that highlight the impact of our research, showcasing the value we deliver.
The importance of this role cannot be overstated. As a CSR, you will directly contribute to client retention, renewals, and the overall growth of our business. By providing ongoing support, addressing client needs promptly, and offering guidance on how to use our services effectively, you will help clients achieve their goals—and in turn, strengthen our reputation and revenue.
Your day-to-day responsibilities will include:
- Managing client enquiries by tracking, logging, and responding promptly, providing accurate information, and escalating to analysts when needed.
- Supporting client retention by planning sales activities, conducting quarterly reviews, monitoring engagement dashboards, and sharing new reports to ensure clients maximise their subscription value.
- Driving client engagement by promoting underutilised services, informing clients about webinars and new content, and gathering client testimonials.
- Onboarding and train new clients by welcoming them, setting up accounts, and providing demonstrations, user guides, and personalised training sessions.
- Analysing client usage by monitoring download numbers, licence usage, and engagement trends to identify risks and opportunities for improvement.
- Collaborating with the Sales team to conceptualise and manage retention activities, ensuring clients feel supported and valued throughout their journey.
Qualifications
We recognise and celebrate the fact that not everybody is the same, and we value the diversity of backgrounds and skillsets you will add to our team.
If you recognise yourself in the following points, we would like to hear from you:
- Exceptional communication and relationship-building skills, with the ability to interact professionally with clients and internal teams, both verbally and in writing.
- A strong customer service mindset, with the patience, responsiveness, and dedication to exceed client expectations and solve their challenges.
- Proven problem-solving and organisational skills, with the ability to prioritise tasks, manage high volumes of work, and identify solutions for at-risk clients.
- An interest in tech or telecoms, coupled with the ability to quickly grasp complex content and share insights with clients effectively.
- Experience in client-facing roles within professional services, ideally working with clients in Europe or the USA, and proficiency in using CRM tools.
- Advanced Excel skills and experience working with a CRM tool, ideally experience with Google Analytics or Power BI for data analysis.
- Sales background and experience with client enquires as a part of a sales team as opposed to customer support.
You must be fluent in English.
Additional Information
Apply now with your CV and cover letter (optional) and we will be in touch in due course.
We are proud to be an equal-opportunities employer and ensure fair work practices for all our people, clients, candidates or other associated person.
Our values are:
Excellence | We are passionate and aspire to be the industry benchmark.
Partnership | We are one team, and we inspire, motivate and coach each other.
Innovation | We are problem-solvers, and we do not share away from a challenge.
Integrity | We treat people with dignity and respect.
Empowerment | We motivate, inspire and train our people to be the best they can be.
