Client Engagement Executive

Rockville, Maryland

    • Permanent

PEI Media in Rockville, Maryland, is looking for a Client Engagement Executive [CEE]. This person is tasked with proactively engaging our subscriber base in America to increase usage and reliance on our information; the aim being to affect an improving client retention rate.

You will be working closely with the Senior CEE in Rockville, MD and members of the teams based in New York and internationally, using analytical tools to identify and track distinct client groups and to engage individual subscribers.

You will be confident talking to our clients over the phone and via product demonstrations and identifying how we can assist our clients further. Whilst we are not expecting candidates to have done a similar job to this, we are looking for people who have experience of one or more of the following:

  • Dealing with customers over the phone
  • Doing research on customers
  • Creative thinkers looking for ways to improve the customer experience
  • Working collaboratively as part of a team

Responsibilities of this role include:

  • Speak to our customers regularly
  • Proactively respond to resolve any client service access issues
  • Record progress and information in our CRM
  • Utilize the analytics tools available, in order to identify ‘at risk’ accounts within distinct client groups.  Track and benchmark KPIs for these groups in order to report on progress made on client engagement on a monthly basis
  • Make intelligent use of admin systems and PEI staff insight in order to efficiently determine the best approach to engage the client and take appropriate action
  • Report weekly on activity based KPIs to demonstrate client engagement and delivery on expectations
  • Book sessions daily with ‘at risk’ subscribers. Prepare for appointments – this will include brief research on the client, as well as identification of relevant profiles/articles in advance to best showcase how greater usage of the online service might benefit the user
  • Determine whether our Financial Researchers could play a more proactive role with a particular client and proactively take a lead in connecting the teams where this is the case.  Similarly, be alive to potential commercial opportunities (i.e. upgrades/additional users/new titles/conference attendance etc.) and facilitate the introduction of a Sales Executive to pursue the opportunity
  • Support the subscriptions team by validating orders ensuring correct set up and respond promptly to resolve any issues with customers
  • As time and resources allow, take on other related projects with the aim of improving client engagement with our suite of online information services
  • Liaise with colleagues so as to keep fully up-to-date with all the latest product related developments and provide constructive feedback

Benefits :

  • Medical Benefits
  • Ancillary Benefits
  • Additional Benefits
  • Retirement Scheme

If you would like to apply for this role please apply here, or alternatively please send your CV to careers@peimedia.com

 

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