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Euromoney
,
London, Greater London
Client Service Executive
Overview
Job Description
Job Advert Euromoney Institutional Investor PLC (www.euromoneyplc.com) is an international business information group listed on the stock exchange and is a member of the FTSE 250 share index. Euromoney's group of businesses covers asset management, price discovery, data and market intelligence, under brands including, Euromoney, Institutional Investor, BCA Research, Ned Davis Research and Fastmarkets. Euromoney also runs an extensive portfolio of large-scale events. Euromoney has revenues of around 400m, a market cap of about 1.2bn and approximately 1600 employees. The business is divided into six divisions: * Banking and finance * Telecoms * Institutional Investor * Investment Research * Fastmarkets * Specialist information Euromoney is known for its entrepreneurial culture - Euromoney people are creative, action-oriented, close to customers, passionate about their brands, knowledgeable about the industries they serve and accountable for their results. The company aims for what it calls "the best of both worlds" - complementing these entrepreneurial characteristics with the benefits that come from being a sizeable company; for example taking advantage of Euromoney's scale, sharing best practice, operating strategically and creating career paths for staff across the whole company. Strong central functions alongside the business divisions are essential for this. In 2016, Euromoney outlined a new strategy to investors combining organic development and strategic and well-executed acquisitions and disposals. The company aims to allocate and recycle capital efficiently towards good, organic and inorganic opportunities via their "best of both worlds" operating model. Their ambition is to generate consistent and meaningful returns for shareholders at relatively low risk. The company headquarters are in London, with additional main offices in New York, Montreal, Hong Kong, Singapore and Shanghai. The group has a further 20 offices around the world. About Fastmarkets Fastmarkets is Euromoney's commodities price reporting, information and events business. It is growing rapidly. Its business serves the global metals, minerals and forest-products markets. The business also runs events for the agriculture markets (Global Grain). Historically a news-led subscription business, the strategy is to evolve the operation into a pricing-led data business. We launched Fastmarkets as the business's master brand internally in the summer of 2018 and externally in October. Fastmarkets encompasses the historic brands of Metal Bulletin, American Metal Market, RISI, FOEX and Random Lengths. These storied brands, the oldest dating back to 1874, are leading names in commodity pricing in the global metals, mining, and forest product markets. * JOB PURPOSE We are re-imagining how to better serve our customers and improve our customer experience. In doing so we are looking to build a client services team that is dedicated to ensuring that all clients experience a first-class journey. The Client Services Team will be responsible for supporting a number of product and system integrations while ensuring that invoicing and cash allocation become more efficient during that process. To contribute to this team , we are seeking a proactive Client Services Executive , someone that recognizes the importance of providing first-class support to clients while ensuring internal SLAs are maintained. They will work closely with the Customer Success Team and Sales Operations Team to refine the post-contract processes (invoicing, cash collection, cash allocation and access). * PRINCIPAL ACCOUNTABILITIES * Maintenance of fulfilment, CRM, and Fastmarkets systems ensuring that customers are provisioned with the correct data access, or removed in instances of non-payment/non-renewal, and all relevant systems are updated * Creation and upkeep of customer records (users)/accounts on internal CRM system * Processing of sales orders accurately and vetting of internal requirements (documentation and information) * Serve as point of contact for amendments to customers details on internal fulfilment systems * Timely production and dispatch of customer invoices within the agreed business' SLAs * Ensure timely allocation of cash once payment has been received to the appropriate products and investigate any issues/discrepancies 3. KEY INTERFACES * Client Services Manager * Global Head of Operations * Customer Success Team * Sales Operations Team * Product Team * Fastmarkets Management Teams 4. KNOWLEDGE, EXPERIENCE AND SKILLS Essential * Strong attention to detail * Very strong analytical and problem-solving skills * Ability to troubleshoot problems, communicate with different constituencies, and juggle competing priorities. * Proficiency in MS Office * Salesforce - Advantageous but not essential * Jira - Advantageous but not essential * Excel (Pivot table and VLOOKUP)