Client Success Associate

Delinian•Montreal, QC

2d•Hybrid

About The Position

In this role, you will report to the Head of Client Success, and will be responsible for supporting BCAs client base across the U.S and Canada. Client Success associates support all client related business activities. Your job purpose is to execute processes and value-added solutions to address customer needs. You will work in partnership with Account Managers, and interact with Commercial Managers, Research, Product, and other groups in the analysis, interpretation, and resolution of client issues.

Requirements

Undergraduate degree, ideally in finance, mathematics or economics
1-2 years in dealing with institutional clients
Strong operations and customer service experience
An understanding of the different types of institutional investors and their respective research needs
A good understanding and interest in global macro-economics, strategy and investment
Excellent spoken and written English as you will collaborate with colleagues in Canada, US and globally.
Customer-service orientation with a positive attitude
Sense of urgency and desire to work in a fast-paced environment
Action-oriented and collaborative and team player
Extraverted and engaging, asks questions to confirm understanding
Interest in expanding own knowledge, enthusiastic and keen to take initiative to learn new skills
Desire to meet high standards set by management to provide best quality service to clients and colleagues
Supports team decisions, willing to support colleagues on tasks not directly related to the job
Candidate must be located in the greater Montreal area.

Responsibilities

Ensure client responses are actioned in a timely manner and the response is satisfactory
Maintain and update client information using our CRM system Salesforce
Connect with new clients/prospects to make sure they can navigate websites and access BCA products
Help manage and track the distribution of BCA strategist resources across the different territories
Work with account managers to monitor the service levels for each AMER BCA client
Ensure clients are receiving adequate service and interaction based on firm commercial policy
Enable distribution of research chart packs prior to 1:1 meetings
Report on client engagement and activity – identifying clients with low interaction and also clients who may wish to receive additional products and services
Liaise with Marketing team in New York for local events
Ensure all agreements are on file for each client and contact records are accurate
Help maintain and standardised reporting and clients' usage statistics
Partner with sales and finance for outstanding contracts
Keep up to date records of BCA’s vote user lists
Take part in internal projects, such as testing new features, website, etc.
Coordinate beta tests with BCA clients