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Client Experience Specialist in Houston, TX at Verisk Analytics

Date Posted: 9/10/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Houston, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/10/2018

Job Description


 


Role:                     Client Experience Specialist

Reports to:           Head of Client Services

Location:              North America (Houston, Calgary)

                                                                                                                                                     

 


Role Purpose 

You will help our clients derive maximum value for their subscription, tools and services procured from Verisk Maplecroft, across the entire product set. As such you will become a subject matter expert in user journeys, understand how different functions and divisions within large corporates derive value from our data and analysis, and how this varies between industries. You will also support the Head of Client Services in establishing a successful vision for the Client Services function, best practice advocacy and liaison with the wider Verisk client services community. This role may also have a development opportunity to potentially lead a regional client services function in the future, dependant on performance and meeting eligibility criteria.  

 

Key relationships 

 

You report to the Head of Client Services and work closely with Client Services Team, Sales and Marketing and Software colleagues globally.  You also co-ordinate routinely with nearly all other Verisk Maplecroft departments, including Research, Consulting and Analytics. You will also be involved with new product development by representing the voice of the customer in internal discussions relating to Portal enhancements.

 


Main Responsibilities

Providing training and support to key client accounts

You will support the sales team through the strategic account engagement process to promote customer loyalty with key clients’ accounts, identify cross sell opportunities and seek through training engagements to retain clients whose renewals are at risk. You do this by advising clients on how to set up appropriate configurations, have an in-depth knowledge of our indices, their methodologies and the process of using the full range of online analytical tools in order to provide this support. Tasks include;

 

  • Training:
    • Client Training - deliver training sessions on variety of subscriptions, risk analysis tools and platforms (in person and via screen share applications), including discussion facilitation.
    • Internal Training – coordinate and deliver product coaching for internal clients.
    • Sales Support activities – support account managers in sales activities.
    • Training Materials - create and maintain internal and external training materials and guides.
    • Provide helpdesk support as appropriate / necessary.

 
  • Commerciality:
    • Engage in commercially-focussed discussions to gather intelligence on competitor threat and client requirements which may influence product, service and overall business development.  Share intelligence via Salesforce groups, topics and Chatter.
    • Coordinate, record and communicate feedback from clients to all relevant parties.

 
  • Collaboration:
    • Coordinate relevant training and engagement activities with Marketing, Account Managers, Client Services and the Research team.
    • Foster team cooperation and positive communication.
    • Take part in planning, executing, reviewing and reporting activities as part of an account team.
    • Support the Specialist Client Services Support and Software in the identification, logging and tracking of users issues (in JIRA) and communicate with / manage client expectations regarding resolution. 

 
  • Data Quality:
    • Input accurate and timely information to Salesforce, other systems and specific working documents as per agreed processes and procedures.
    • Record client queries accurately in Salesforce with solution details and Chatter to relevant parties.

 

Adhere to the Client Services Strategy and Principles 

Your knowledge of the Client Services process, and our clients, allows you to proactively share knowledge internally to provide a well co-ordinated service.  In managing external enquiries, you aim to achieve customer satisfaction and efficient resolution by ensuring that all interactions are recorded accurately in internal systems and followed up promptly.

 

Knowledge and Experience 

  • Confident, professional and proactive with relevant experience of working in a client-facing environment
  • Flexibility and good time management are key to succeed in this role
  • Highly developed analytical skills and data literacy
  • Experience of training a wide variety of senior corporate clients in risk based applications will be advantageous, as will prior experience of delivering presentations confidently in a variety of settings and at all levels within an organization (in person and via screen sharing applications)
  • Excellent problem solving skills, with an ability to anticipate problems and generate commercial solutions
  • Proven track record of being a motivated self-starter with the ability to work in a fast paced environment and meet critical deadlines
  • Ability to manage a complex schedule of international training sessions and presentations will be critical, as will the ability to synthesis complex risk analysis processes and to master the associated delivery platforms, for a variety of client industries
  • Extra consideration will be given to candidates with a track record in the energy industry and/or a Customer Success/Engagement role
  • A positive and ‘can do attitude’ will be essential to achieve success in this role

 

Essential

  • BA / BSC (or equivalent) degree.
  • Experience of delivering training in software based applications in a corporate environment.

 

Desirable

  • MA / MSC ((or equivalent) in a related degree subject.
  • Experience of understanding how risk assessment processes are used in a commercial setting.
  • Understanding of principles of data analysis and statistical methods.
  • Ability to learn complex administrative process and procedures used in a variety of subscription based software platforms.

 

Core Competencies

  • Client focused              
  • Building and Maintaining Relationships.
  • Communication
  • Collaboration
  • Planning, implementation and control
  • Efficiency focused

 #LI-EF1

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