Job title: Client Value Specialist
Job type: Permanent
Emp type: Full-time
Salary type: Annual
Salary: negotiable
Job published: 2021-10-25
Job ID: 83335
Contact name: Nurul Qasdyna
Contact email: nurul.qasdyna@linksinternational.com

Job Description

 

Client: Ascential WARC

Position: Client Value Specialist

Reporting Officer: Head of Customer Value

 

Job Summary

The role of the CVS is to ensure that all users are engaged with both the WARC platform and the WARC brand – creating real love and affinity for the brand & capturing value information which can be played back to the client during renewal and growth conversations.

The Client Value Specialist works with the Account Management team to ensure that our clients understand and get tangible value from our portfolio of products.

The majority of each day will be spent speaking with clients via telephone primarily, following up by email, recording key insight on our systems and working with the Account Management team to calculate where to prioritise focus to ensure we hit our global volume and value renewal targets. 

Key Responsibilities

  • Be knowledgeable about:
    • WARC content, keeping abreast of content substance so that you can talk with understanding to clients about what is new and interesting
    • Their clients’ business needs and objectives, to help you identify content of relevance and generate client engagement
    • Individual account usage to make sure all accounts are getting value from their subscriptions and to identify with management plans to re-engage where needed
    • News and successes of your accounts
    • All developments in our range of products and services and ensure you are an expert in all aspects of everything we do
  • Maximise usage
    • Speaking daily with existing users to ensure they are utilizing the service
    • Identifying new users who should be given access and introducing them to WARC
    • Training and on boarding all new users – and providing refresher training for existing users
    • Sending out log in details and dealing with access issues
    • Follow our retention wheel with existing clients to maintain and grow the relationship by regular contact with users to understand their business process and challenges and advise on how our service can help them
  • Build strong account relationships by:
    • Arrange & deliver training/workshop style meetings with clients which is tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
    • Responding in a timely fashion to all inquiries
    • Becoming a trusted advisor and respected resource for help with advertising questions, by applying the knowledge from WARC content and demonstrating their ability to help solve difficult advertising questions
  • Build the case for renewal
    • Understanding why our clients use WARC and collecting key information to build the case for renewal – accurately recording insight in actionable format on our systems
    • Tracking usage to ensure our engagement efforts are being effective
    • Identifying potential problem accounts to the Account Management team
  • Be a strong team player
    • Partner with the Account Manager(s) to collaborate on account plans for all key/growth accounts
    • Maintain a solutions-oriented, proactive work style to advance the goals of the office

 

Your Experience

  • Naturally enjoy speaking with clients on the phone – happy to pick up the phone and make contact
  • Strong customer service ethic, desire to go the extra mile to surpass client expectations
  • Strong organizational & multi-tasking skills – good attention to detail and able to work under pressure and meet deadlines
  • Ability to work in a high performing, fast paced environment
  • Able to understand customer needs (implied and explicit) and provide help and solutions through the products that we have
  • Adept at leveraging a client services database (SalesForce) to record and track account histories
  • Strong communication skills, both for writing and presenting to senior-level executives
  • Good research skills
  • Interest in the global marketing and advertising industry
  • Commercially minded
  • Mandarin speaking is preferred but not necessary for success in this role

 

What We Offer

Our benefits package incorporates what we’re passionate about – unlocking your future, overall well-being and sustainability – whilst giving you control over your benefits.

  • Annual leave
  • Private medical insurance
  • Great learning and development opportunities