Job description: Client Relationship Executive - Vigeo Eiris

[Pages:4]Job description: Client Relationship Executive

Accountability

Accountable to the Client Support Manager for client team work and general supervision and line management

Grade 3

Purpose of the role

The Client Relationship Executive will be responsible (with the other members of the Client Support Team) for first line account management (*) of EIRIS clients and for assisting the Client Support Manager in developing and maintaining efficient systems to deal with client queries and support; for referring issues and potential sales opportunities to Sales and Account Managers where relevant; and for following through on issue resolution in the client team and more generally.

(*) By "first line" we mean day to day client care, support & service maintenance, as opposed to complaint handling or more complex issues that would be referred to Sales and Account Managers.

Working with others

The Sales and Client Services Team is made up of:

?

The Client Support Team who provide front line support for EIRIS clients, deliver

certain

services and provide some support to the rest of the SCST for example in

relation to the Client Relationship Management (CRM) database and events.

?

Client Sales and/or Account Managers who are responsible for new business, for

renewals and up-grades of existing clients and for dealing with more complex client

requirements and complex queries/issue resolution one of whom is specifically

designated as being responsible for complex clients (including index clients) in particular.

The client team is managed by the Regional Sales Director, who is responsible for strategic marketing, sales and client care. The team also works with the Market Development Team who takes a wider perspective with regards encouraging the growth of responsible investment and stakeholder relations and have specific responsibilities to assist in marketing campaigns and assisting with lead generation.

Main responsibilities

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Providing efficient and professional first line account management to Vigeo Eiris

clients

and resolving any difficulties or complaints (including by referring them to

others for more

complex solutions and generally chasing resolution where necessary)

and identifying new business opportunities for Sales and Account Managers to pursue where these arise from exchanges with clients and incoming enquiries (together with the next point, 70-75% of thetime)

?

Assisting the Client Support Manager in developing efficient systems to support the

work of

the Client Support Team. (together with the previous point, 70-75% of the

time)

?

Supporting marketing and sales activities particularly through the efficient and

effective use of the CRM database (mainly through the use of the marketing list and

campaigns features) and potentially by supporting events and other activities within the

Client Sales and Account Management Team. (25-30% of the time)

The main tasks that will be allocated to you by the Client Support Manager:

First line account management

?

Deal with client and partner queries promptly and professionally, (telephone, email,

letter or

other), answer these yourself where you can (and as agreed), and referring to

colleagues where appropriate

?

Provide support on using the clien interfacec including creating ESG policies and

how to select criteria

?

Provide first line support onVigeo Eiris research and methodology

?

Logging feedback, problems, resolution etc in Vigeo Eiris systems (both IT fault

database and research query or complaints log)

?

Keeping up regular contact with clients and look for opportunities to delivering added

value to client relationships.

?

Spotting opportunities for new business in the course of day to day account

management and referring them to Sales and Account Managers.

?

Coordinate the renewals diary and licensing for clients: updating Sales and Account

Managers and referring cases to them as necessary.

?

Chasing contracts for signature.

?

Attending external meetings with clients or conferences from time to time (though the

role is primarily office based).

Service delivery

?

Assist where necessary in the provision of Vigeo Eiris services to clients consistently

and professionally, by generating reports from the client research interface for clients

without access (including changes reports for major clients) or as "paper reports" or

other specified formats.

Supporting Sales and Marketing activities

?

Take responsibility for allocated aspects of Vigeo Eiris's use of the CRM database

particularly in relation to marketing lists and campaigns and the execution of those

campaigns.

?

Helping with lead generation either in the Client Sales and Services team or in

collaboration with the Market Development Team.

Assisting Sales and Account Managers

?

Supporting new business work through portfolio matching and the provision of trial

licenses

for EIRIS products

?

Covering email boxes and phones for members of the Sales and Client Service team

when they are unavailable

?

Use the database to track renewals and informing client team members when their

clients are due to renew.

?

Summarizing the current status of accounts (level of contact, key people, open

issues,

opportunities and risks) for Sales and Account Managers when they are

pursuing upgrades or renewals.

?

When asked to do so by the Client Support Manager (or Regional Sales Director)

taking on the role of client team point person for other teams within Vigeo Eiris which

may include dealing with questions for the Client Sales and Services Team from the

finance team in Central Services.

?

Support communications and events management for marketing and sales purposes

where necessary.

Other tasks

?

Provide other support to members of the Sales and Client Service team as agreed

with the

Client Support Manager

?

Cover for other staff in the Client Sales and Services Team

?

Other tasks as allocated to you by the Client Support Manager or the Regional Sales

Director

Flexibility

This job description will be subject to change and development in response to the needs of Vigeo Eiris as a business. It will be reviewed with you by your manager after 6 months and then annually, to ensure it is a true reflection of what is being done, or to incorporate changes when it is found to be inaccurate. You will be expected to participate fully in such discussions with a view to reaching agreement on any changes felt to be necessary. If agreement is not possible, Vigeo Eiris reserves the right to insist on changes to your job description in line with your grade / level in the organisation, after consultation with you.

Date last reviewed

February 2017

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