Customer Service Expert

About the Role :

ISG is a leader in subscription research, advisory and strategy consulting services for senior business and IT executives, technology and software vendors and business / IT services providers. Our mission is to help our clients make better business decisions and create new business value through trusted and objective insights into the key market trends and emerging technologies driving real change.

Job Description :

The Client Relations Executive will be responsible for providing personalized customer service and support to both information technology outsourcing (ITO) & business process outsourcing (BPO) and telecommunications network service providers through ISG's Research practice.

This role has a formalized career path developed by the ISG Research Executive Leadership team allowing a Client Relations Executive to pursue specific areas of subject matter expertise. These areas pertain to our business, e.g. strategic account development, benchmarking, client renewal efforts, marketing, etc.

Key Responsibilities :

• Manage interaction with existing clients (IT, BPO and Network service providers)
• Liaison between provider and ISG Advisory community
• Identify proper usage of momentum services by scheduling advisor briefings and workshops for the clients aligned to client's objectives of the program
• Consultatively work with clients to ensure they see value out of their relationship with ISG; conduct on-boarding calls and regular cadence calls
• Drive and manage monthly / quarterly targets of usage of services per client assigned
• Provide an overview on ISG Tools, services and offerings purchased and track their usage regularly.
• Identify concerns of the client, if any. Compile suggestions to improve our products and manage the feedback process.
• Track and update client activity on a proprietary CRM Tool and create reports on a monthly / quarterly basis.

Required Skills and Qualifications :

Education level :