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Client Services – Sales & Account Management 

Posted on Friday, Dec 3 2010 0:00 AM

Job Information

Client Services – Sales & Account Management
The Company
Wood Mackenzie has been providing its unique range of consulting services and research products to the Energy, Metals & Mining industries for over 30 years.  With our foundation in quality analysis, our detailed industry understanding and our wealth of experience, we are able to offer clients a unique skill combination that sets us apart from other solution providers.  With its headquarters in Edinburgh, Wood Mackenzie also has offices in London, Houston, Annapolis, Boston, New York, Moscow, Beijing, Singapore, Kuala Lumpur, Sydney and Perth, and currently employs around 650 people.


Role Purpose

As a member of Wood Mackenzie’s Client Services team, you provide dedicated customer care for as many as 50 assigned accounts. You strive to provide clients with consistently excellent service and to build and maintain strong client relationships. In addition, you are responsible for maintaining accurate and up-to-date client and contact information in internal systems and for maintaining and monitoring client access and portal sites.
Using your extensive client and systems knowledge, you provide vital support to Account Managers and support the activities of colleagues in other departments to facilitate sales, training and marketing initiatives.

Key relationships

You report to the Americas Client Services Team Leader and work closely with Account Managers, with a particular focus on supporting clients in the Latin America region. You also co-ordinate routinely with nearly all other Wood Mackenzie departments, including Training, Research, Finance, Marketing and Technology.

Main Responsibilities

Providing assigned accounts with continuous customer care:
You act as your clients’ dedicated contact at Wood Mackenzie. Co-ordinating with the account team and with personnel in other departments, you take responsibility for post-sale client servicing activity on your assigned accounts, including:
  1. new sales and renewal contract support
  2. processing and invoicing client orders
  3. enabling product access & maintaining client accounts
  4. co-ordinating enquiries relating to product access, product content, training requests
  5. promoting appropriate Wood Mackenzie products
  6. producing product usage statistics and addressing declines in usage
In your work with assigned accounts, you focus on building and strengthening good client relationships through consistently excellent and informed customer care, communicating whenever necessary with other client contacts at Wood Mackenzie to facilitate a one-team approach.
Acting as a first point of contact:
As a Client Services team member, you act as a first point of contact for external enquiries, problems and requests. Whether you deal with them yourself or refer them internally, you take responsibility for ensuring that they are followed up to completion. This might involve:
  1. referring sales enquiries from clients and the Customer Helpdesks to the Sales Team
  2. troubleshooting product access issues on behalf of clients
  3. answering queries on product installation, invoicing or renewals
  4. alerting Training to client training needs
  5. referring Helpdesk callers to Technology
In managing external enquiries, you aim to achieve customer satisfaction and efficient resolution by ensuring that all interactions are recorded in internal systems and followed up promptly.
You also act as the key point of contact for providing information to other Wood Mackenzie departments on your assigned accounts; you aim to gain in-depth and up-to-date knowledge about your assigned accounts and be proactive in sharing that knowledge with relevant colleagues to ensure excellent communication and efficient work among all account team members.
Building positive client relationships to support retention:
You focus on building and strengthening positive client relationships through regular contact with product users and by providing excellent customer care. You communicate with the client account teams to facilitate a one-team approach.  This includes:
  1. regular client visits and phone calls to ensure that users have access to the latest research
  2. communicating client feedback to the account team
  3. attending relevant sales, training and marketing events
Customer Helpdesk:
In co-ordination with your team colleagues, you are responsible for responding to incoming client emails and phone calls received via Wood Mackenzie’s Customer Helpdesks.
Industry:Energy Research & Consulting
Position Type:Full Time
Reference Code:US10027
Job URL:http://www.woodmac.com/vacancies
Travel Required:10% of the time (approximate)
Starts On:Dec 3, 2010

Job Requirements

Knowledge and Experience
Candidates should be confident and professional with 2/3 years experience of working in a client-facing environment.   A strong commercial focus and excellent organisational and IT skills, as well as flexibility and good time management are required.  Fluency in oral and written Spanish is essential to succeed in this role;   Portuguese language skills would also be beneficial.
Essential Competencies
  1. providing high-quality client care and building client relationships
  2. facilitating prompt and seamless communication among team members
  3. managing multiple tasks, multiple contacts and co-ordination with multiple teams
  4. organising complex actions and ensuring that they are followed through
  5. working with IT applications, particularly Wood Mackenzie internal applications and client portal sites
To Apply:
Please sendan up-to-date résumé with a cover letter explaining your knowledge, skills and competencies that demonstrate an alignment to the needs of this position.  For further information regarding Wood Mackenzie, visit our website at www.woodmac.com
Apply to:                                http://www.woodmac.com/vacancies
Closing Date                        December 30, 2010
Education Required:Bachelors
Fields of Expertise:Client Relationship; Multilingual Fluency - Spanish & Portuguese

Company Information

Wood Mackenzie
5847 San Felipe
Suite 1000
Houston, TX 77057

Contact Information

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