Senior Associate, Client Success - Financial Services

Willis Towers Watson; São Paulo; Presencial; BRL 50.000 - 90.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Senior Associate to strengthen client partnerships in the financial services sector. This role involves managing survey participation, driving revenue growth through strategic account management, and providing exceptional technical support. The ideal candidate will excel in client relationship management, possess strong communication skills, and have a growth mindset. Join a dynamic team where your contributions will directly impact client success and organizational growth in a fast-paced environment. This is a fantastic opportunity to leverage your skills and make a meaningful difference in a thriving industry.

Qualificações

• 2-5 years of experience in client success or customer service, preferably in financial services.
• Proven ability to resolve client inquiries efficiently and ensure compliance with industry regulations.

Responsabilidades

• Lead survey participation efforts and manage client relationships to drive revenue growth.
• Provide technical support and training for compensation software and CRM systems.

Conhecimentos

Client relationship management

Excellent written and verbal communication

Active Listening

Growth Mindset

Financial services industry awareness

Formação académica

Bachelor's degree in Business Administration

Bachelor's degree in Finance

Bachelor's degree in Economics

Ferramentas

CRM systems

Microsoft Office Suite

Support ticketing tools

Descrição da oferta de emprego

Description

As a Senior Associate, you will be the primary point of contact for your clients, building strong relationships and understanding their compensation and benefits data needs. You’ll guide them through the full lifecycle of our survey and data offerings, from participation through ordering, ensuring a seamless, value-driven experience. You'll identify opportunities to grow existing relationships, collaborating with internal teams to deliver tailored solutions. You’ll also monitor client success metrics, share insights with product and research teams, and stay up to date on financial services industry trends to provide timely, relevant guidance. Your work will be essential to strengthening client partnerships and driving WTW’s growth in the financial services sector.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

Survey Participation Management

• Driving Survey Participation; Lead and monitor continuous survey participation efforts for all WTW compensation surveys, including regular outreach via email and phone throughout the year.
• Execute multiple participation solicitation campaigns per week during peak participation cycle.
• Provide support for general participation questions, including access to survey materials participant lists, job matching, and portal login assistance.
• Provide consistent and timely support to clients with platform training and tutorials to help them navigate the participation process.
• Collaborate with the financial services industry team to align on participation strategies, ensuring high retention rates and successful completion of surveys across client accounts.

Revenue Growth and Strategic Account Management

• Lead proactive sales initiatives through targeted campaigns and personalized outreach to ensure consistent achievement of revenue targets.
• Identify and drive opportunities to enrich client relationships and expand our footprint through upselling and cross-selling, focusing on multi-year agreements, renewals, and additional product offerings (e.g., compensation software, market practice reports).
• Manage and nurture long-term client relationships to foster repeat business, ensuring high renewal rates/ customer retention.
• Collaborate with the financial services industry team to align on regional industry and key account strategies, ensuring revenue growth within client accounts.

Client Success & Technical Support

• Assist with compensation software access and navigation, including troubleshooting login issues, resetting passwords, and resolving account lockouts.
• Conduct trainings of key platforms such as the Participation Portal, Compensation Software, and navigating our online RDI store.
• Provide support on downloading surveys and directing clients to the right resources for accessing compensation data, position descriptions, leveling information, and pay structures.
• Assist with high-level job matching by researching potential positions based on client specifications and forwarding suggestions to the Product Leader for validation.
• Escalate technical issues to the Software Support/Service Desk when necessary, ensuring issues such as system downtime, errors, or access issues are addressed promptly.

Customer Relationship Management

• Maintain and update client and contact records to ensure data accuracy, completeness, and consistency within the CRM system.
• Monitor and manage data quality by identifying and resolving duplicates, incomplete records, and outdated information.
• Perform regular audits and data hygiene initiatives to ensure CRM integrity and usability.

Key Metrics

• Revenue growth
• Survey Participation retention and growth
• Client Satisfaction

Top Competencies Required

• Client relationship management
• Excellent written and verbal communication
• Financial services industry awareness
• Active Listening
• Growth Mindset

Qualifications

The Requirements

• Bachelor's degree in Business Administration, Finance, Economics, or related field.
• 2–5 years of proven experience in client success, customer service, or a technical support environment, preferably within the financial services industry, with a strong track record of resolving client inquiries efficiently and ensuring compliance with industry regulations.
• Demonstrated experience in the field of Human Resources Consulting or HCM, preferably within the domain of Total Rewards.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly, professionally, and with confidence.
• Strong interpersonal skills and a client-first mindset, with a proven ability to resolve issues patiently and empathetically. Technically proficient, with experience troubleshooting digital platform issues and quickly learning new internal systems.
• Highly organized, capable of managing multiple communication channels (phone, email, ticketing systems) in a dynamic environment.
• Critical thinker and effective problem-solver, able to analyze issues and deliver efficient, client-focused solutions.
• Experience with upselling or identifying client needs to promote relevant services or products is a plus.
• Familiarity with CRM systems, support ticketing tools, and common office software (e.g., Microsoft Office Suite, Dynamics).
• Comfortable working both independently and collaboratively in a fast-paced, client-centric setting.
• Meticulous attention to detail when handling and sharing technical materials or documentation with clients.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.