Client Services Executive

Kantar Group; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the analytics space seeks a Client Services Executive to manage client interactions and training sessions effectively. The role demands strong analytical skills, attention to detail, and effective communication abilities to ensure client satisfaction and successful project delivery.

Qualifications

• Ability to communicate effectively with colleagues and clients.
• Detail-oriented with strong administrative skills.
• Ability to meet tight deadlines and manage multiple tasks.

Responsibilities

• Responding to client queries and troubleshooting issues.
• Leading data release projects and ensuring accurate delivery.
• Arranging and delivering training sessions for clients.

Skills

Analytical skills

Problem-solving skills

Presentation skills

Organisational skills

Communication skills

Tools

Salesforce

PowerPoint

Job description

The Client Services Executive (CSE) is responsible for ensuring that all clients are serviced in line with standards set out by their line manager and the Client Service Director. The role is both adaptable and proactive and the role-holder will take pride in meeting and exceeding client expectations. The CSE will take clear ownership of client issues from start to finish.

The CSE is also responsible for assisting the Head of Training and other team members with client training sessions which take place onsite at GIR, offsite at client premises and remotely via Teams.

Responsibilities:

• Responding to incoming queries via phone and email regarding TGI data
• Troubleshooting user issues relating to Kantar platforms such as Choices Online

Addressing service failure and client issues

• Communicating with the Client to understand and address reported issues, either through direct action or liaising with the relevant group or department
• Ensuring that all reported issues are accurately logged, investigated, resolved and followed up with the client
• Taking full ownership of all issues from the point of reporting through to resolution
• Raising significant issues to their line manager or Client Service Director

Data release

• Leading data release projects, checking data releases before delivery to clients to ensure there are no issues and ensuing the correct data is released in the expected format
• Ensuing subscriber lists are accurate, and sending lists to third party partners

Client training

• Arranging and delivering client training sessions, for both TGI and software applications, at introductory and advanced levels
• Working with Head of Training to book attendees on training sessions
• Updating training materials in line with recent case studies and in collaboration with Head of Training

Account management support

• Data analysis on behalf of non-subscribers (‘pitch packs’)
• Maintaining an understanding of clients’ contracted services, and ensuring that records in Salesforce and elsewhere are accurate and kept up to date
• Creating presentations for the account management team to take to clients/prospects

THE CANDIDATE

Essential Qualities:
§ A great teammate, communicating effectively with colleagues to achieve best working practices
§ Analytical and problem-solving skills
§ Excellent presentation skills
§ Ability to plan, prioritise and deliver to tight deadlines
§ Very strong organisational, administrative and IT skills
§ Detail orientated
§ A high level of social skills, excellent oral and written communication abilities
§ Very quick learner and curious mind

Desirable Qualities:
• Awareness of media and advertising sectors; publishers, broadcasters, media agencies, communications, public relations
• Experience of client services and account management processes
• Knowledge of Salesforce
• Knowledge of PowerPoint