ISG (Information Services Group)
Website:
isg-one.com
Job details:
Description
Website: Leading Global Technology Research & Advisory Firm | ISG (isg-one.com)
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
Position Summary:
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. The career paths may be geared towards those who seek a management or individual contributor role within ISG Research.
This role is a critical one to ISG Research’s business and the firm. We seek candidates who have exceptional client facing and time management skills as well as a strong fluency with English.
The candidate will be responsible for monitoring and tracking progress of all clients; conduct onboarding sessions, enable client renewals of subscription advisory services; communicate with both internal and external stakeholders, and general support of the Provider Services sales team on related opportunities/questions/issues.
The candidate will be required to have knowledge of ISG Research’s products including ISG Momentum services and other related services as they become relevant
Roles and Responsibilities:
- Manage interaction with ISG Research’s existing clients (IT, BPO, Software and Network service providers)
- Liaison between provider and ISG Advisory and Analyst community.
- Identify proper usage of subscription by scheduling advisor/analyst briefings and workshop for the clients aligned to client’s objectives of the program
- Sound understanding/sales experience in ADM, DevOps, Cybersecurity, Cloud & Infra in AWS, Azure, GCS, Cloud
- 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.
- Experience with CRM Platforms - Salesforce, Hubspot & Data Analysis tools such as PowerBI
- Develop concise reports, presentations, and recommendations that inform client conversations, business decisions, and strategic initiatives
Skills Required:
- A minimum of 2-3 years’ experience in Client relationship and account management, marketing, and sales support function.
- Technical Knowledge - Understanding of ADM, DevOps, Cybersecurity, Cloud & Infra in AWS, Azure, GCS, Cloud
- Platform Knowledge - Salesforce, Hubspot & PowerBI
- Time management skills - The ability to juggle multiple projects with aggressive deadlines
- Stakeholder Management - The ability to proactively troubleshoot client issues and work the client to resolve their issues in a satisfactory manner. This includes understanding the client issues, working with internal research and IT team members to resolve the issue, and communicate clearly and positively with the client throughout the process
- Consultative - The ability to understand the importance of reporting to client measurement programs and to be able to discuss these concepts with clients
- Adaptive and Collaborative - The ability to work a flexible schedule, collaborating with US and European and APAC regions. Will occasionally require evening work hours
- Cross Functional Teamwork - Exceptional cross-group collaboration skills with proven track record of breaking down silos and working with others to maximize impact
- Communication - Excellent written and verbal communication is a must, previous experience in working directly with global clients in the Americas, Europe and APAC will be helpful
Education level:
- Bachelor’s Degree with a diploma in Marketing/Operations
At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.
The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.
Click on Apply to know more.
