What are the responsibilities and job description for the Client Services Associate - US position at NetRoadshow?
Job Description: Client Services Associate
Position Overview
The Client Services Associate is a key member of our Customer Success team, responsible for delivering exceptional client support and ensuring customer satisfaction in a fast-paced, dynamic environment. This role requires high-quality communication skills, a proactive mindset, attention to detail, and the ability to collaborate effectively with individuals across all levels of an organization, both internally and externally.
Key Responsibilities
- Client Support
- Serve as a primary point of contact for clients, addressing inquiries and concerns with professionalism and empathy.
- Document all client interactions, opportunities, and recommendations in the CRM system.
- Deliver a personalized customer experience by understanding and meeting customer preferences.
- Communication and Collaboration
- Communicate regularly with Customer Success Managers and team members to provide updates on ongoing projects and initiatives.
- Liaise with the technical support team to identify and address common client issues.
- Provide demos and training sessions for new users, including bankers, to introduce and highlight product capabilities.
- Product Expertise
- Maintain up-to-date knowledge of all global products, including NetRoadshow, Conferencing, ResearchFN, Document Delivery, Data Room, and more.
- Complete initial product validation and ongoing training and refresher courses, as needed.
- Quality Assurance and Continuous Improvement
- Perform quality assurance testing for new product features and updates.
- Track service-level agreements (SLAs) and ensure adherence to performance benchmarks.
- Promote new features and Go-to-Market initiatives, fostering product adoption.
- Relationship Management
- Build and nurture lasting relationships with clients, colleagues, and partners.
- Conduct quarterly and yearly service reviews to ensure alignment with client goals.
Required Skills and Proficiencies
- Communication Skills: Exceptional verbal and written communication skills for engaging with diverse stakeholders.
- Proactivity: Anticipate client needs and act promptly to address them.
- Attention to Detail: Meticulously manage client preferences, documentation, and project workflows.
- Critical Thinking: Analyze complex problems and collaborate to develop effective solutions.
- Empathy and Active Listening: Understand client concerns and provide thoughtful, personalized responses.
- Collaboration: Work seamlessly across teams to promote a supportive and productive environment.
- Adaptability: Thrive in a fast-paced setting with flexibility to manage multiple priorities.
Qualifications and Skills
- Bachelor’s degree in business, communications, or a related field.
- 1-3 years of experience preferred in client services, customer success, or a similar role, but not mandatory.
- Proficiency with CRM tools and platforms, such as Salesforce and HubSpot.
- Strong project management and organizational skills.
- Ability to build and maintain relationships with diverse stakeholders.
- Comfortable working in a fast-paced, deadline-driven environment.
- Experience with delivering training, product demonstrations, or presentations is a plus.
Hours
The working days are Friday, Saturday, Sunday and Monday, with specific hours to be determined.
Ideal Candidate Profile
The ideal candidate is a proactive and detail-oriented individual with strong interpersonal skills, who thrives in a collaborative and high-energy environment. They should be committed to delivering an exceptional customer experience and capable of juggling multiple tasks while maintaining a high standard of professionalism.
Please note this is a hybrid role that can be based at any of our US offices: Atlanta GA - NYC - Birmingham AL
