Job Description

Description

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You\'ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn\'t mean you\'ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that's connected - connected by freedom.

Description:

The Client Relations Executive will be responsible for providing personalized customer service and support to both information technology outsourcing (ITO) & business process outsourcing (BPO) and telecommunications network service providers through ISG's Research practice.

This role is a critical one to ISG Research's business and the firm. We seek candidates who have exceptional client facing and time management skills as well as a strong fluency with English.

The candidate will be responsible for monitoring and tracking progress of all clients; conduct onboarding sessions, enable client renewals of subscription advisory services; communicate with both internal and external stakeholders, and general support of the Provider Services sales team on related opportunities/questions/issues.

Roles and Responsibilities: * Manage interactions with ISG Research's existing clientele (IT, BPO and Network service providers)

• Consultatively work with clients to ensure they see value out of their relationship with ISG; conduct on-boarding calls and other cadence calls
• Drive and manage monthly/quarterly targets of usage of services per client assigned.
• Provide an overview on ISG Tools, services and offerings and track their usage
• Identify concerns of the client, if any. Compile suggestions to improve our products and manage the feedback process.
• Track and update client activity on a proprietary CRM Tool and create reports on a monthly/quarterly basis.
• Liaison between provider and ISG Advisory community
• Other Sales Support and Event coordination & Management:
• Support the Research Sales Director in their pursuits as required.
• Coordinate with external and internal stakeholder for Research Events - Webinars; individual site demos, as appropriate
• Be the ISG internal coordinator for Industry events and help manage ISG participation and interactions
• Relationship Activities - Nurture relationship with service providers

Skills Required:

• A minimum of 2-3 years\' experience in Client relationship management, account management, marketing, and sales support function
• Should be fluent in German/French language and be aware of usual business communication etiquette required for the European market as appropriate
• Good understanding of the ITO and BPO marketplace
• Excellent time management skills and the ability to juggle multiple projects with aggressive deadlines
• The ability to proactively troubleshoot client issues and work the client to resolve their issues in a satisfactory manner. This includes understanding the client issues, working with internal research and IT team members to resolve the issue, and communicate clearly and positively with the client throughout the process
• The ability to understand the importance of reporting to client measurement programs and to be able to discuss these concepts with client
• The ability to work a flexible schedule, collaborating with both US and European regions. Will occasionally require evening work hours
• Exceptional cross-group collaboration skills with proven track record of breaking down silos and working with others to maximize impact
• Proven ability to build trusted advisor relationships with internal senior stakeholders
• Excellent written and verbal communication is a must, previous experience in working directly with global clients in the Americas, Europe and ROW important
• Proficient with large data sets
• Advanced PowerPoint and Excel skills

Education level:

• BS Degree or related to position.
• B.A., M.S., or M.I.S. preferred.

At ISG, we don\'t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Information Services Group