Client Response Representative - Zephyr (Financial Research and Data Company) - Informa Connect

Informa Connect:

We are part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers with the information and people that empower them to know more, do more, and be more. No other company in the world helps more people share professional knowledge or make business connections.

Each year, we run around 800 events, create digital platforms centered on engaging news and information content, and operate professional development programs for individuals and businesses.

Zephyr, a division of Informa Connect, is an award-winning asset and wealth management software developed for managers and advisors who build wealth for their clients and desire to create meaningful investor relationship experiences.

As the Client Response Representative, in this role, you will help ensure a positive service experience and encourage retention and renewals by fostering positive client relationships, managing inquiries, and conducting product training. This role also involves collaboration with other internal departments, including Account Managers, Sales Executives, Product and Development.

To be successful, you must demonstrate a client-oriented approach and be able to provide individualized and professional support.

Key Responsibilities:

• Act as the main customer service representative for clients, responding to inquiries, resolving issues, and managing requests with urgency and care.
• Prioritize and resolve client issues promptly, while tracking and managing all interactions to ensure a smooth customer experience.
• Guide clients to fully utilize our services, such as training, webinars, and help resources, to maximize their investment.
• Maintain clear documentation of client interactions in JIRA, ensuring a seamless experience throughout the client’s journey.
• Keep the account team informed of any clients that may be at risk, taking action as needed to support retention.
• Develop strong, long-term relationships with key stakeholders in your assigned accounts.
• Collaborate with internal teams to promote the value of our products across Sales, Marketing, and Service.
• Serve as a client advocate, offering feedback and insights on product use and client satisfaction to influence product development and best practices.
• Support the contract renewal process, ensuring clients are transitioned smoothly through the cycle to minimize churn.
• Communicate our business processes, solutions, and services clearly, so clients understand the full scope of what we offer.
• Build your personal brand by partnering with clients on strategic initiatives, developing both global and local relationships, and contributing to team and company-wide projects.
• Participate in a highly collaborative team environment that encourages personal and professional growth.
• Perform ad-hoc tasks as needed, which may occasionally include night or weekend work.

This role offers an exciting opportunity to make a meaningful impact on client success while growing your expertise and contributing to a supportive and dynamic team. If you’re passionate about delivering exceptional client experiences, we’d love to have you on board!

• Bachelor’s degree (BS/BA) from an accredited college/university or equivalent work experience in the investment or financial services industry.
• Strong verbal and written communication skills, able to articulate ideas clearly and professionally.
• Excellent interpersonal and relationship-building skills, with the ability to foster positive client and team relationships.
• Ability to work independently, manage tasks proactively, and take initiative with minimal supervision.
• Proven experience working effectively in a collaborative, team-oriented environment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint); familiarity with Microsoft Access is a plus.
• Exceptional organizational, problem-solving, and multitasking abilities, with attention to detail.
• This role offers a salary range of $55,000 to $65,000 USD, along with a quarterly bonus.
• This job posting will close on October 2, 2024.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com.

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks 
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year 
• Competitive benefits, including a 401k match, parental leave and an ESPP offering company shares at a minimum 15% discount 
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs 
• As an international company, the chance to collaborate with teams around the world 

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.