Client Success Associate

Client Success Associate

Hybrid - Hong Kong

About the Role

In this role, you will report to the Head of Client Success, and will be responsible for supporting the BCA client base. 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 the Sales team, Research, Product, Finance and other groups in the analysis, interpretation, and resolution of client issues.

Principle Responsibilities:

• Reach out to clients on a regular basis, offering personalised support and assistance. Understand their specific needs and challenges to tailor solutions accordingly
• Conduct quarterly check-ins with all accounts, focusing on renewal opportunities and long-term engagement (renewal markers)
• Develop and maintain strong relationships with clients within assigned book of business. Act as the primary point of contact for client inquiries, concerns, and requests
• Proactively manage the renewal process for existing clients. Prepare renewal proposals, and negotiate contract terms to ensure timely renewals and retention of clients
• Identify upsell potentials, to foster growth on accounts

• Monitor and assess client health using internal dashboards and your understanding of your customer business goals. Action retention plans to avoid cancellations

• Support the Sales team in day-to-day activities with the existing client base, including prospecting for new opportunities and nurturing existing relationships
• Onboard new users, guiding them through the setup process and ensuring they have a seamless experience getting started with BCA products
• Provide product demonstrations to existing users, showcasing the features and capabilities of our offerings to help them maximise their usage and extract value from our products
• Maintain and update client information using Salesforce, including creating new users, changing entitlements, generating reports, and updating contact information
• Aid in coordinating and scheduling BCA strategist trips among clients and prospects, booking in event spaces, and confirming meetings
• Host, organise, and schedule client meetings
• Participate in internal projects, including testing new features and website enhancements

Requirements:

• Education
  • Undergraduate degree, ideally in business or economics
• Experience
  • Ideally 2+ years in dealing with institutional clients
  • 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
  • Strong communication and interpersonal skills, building relationships internally and externally
  • Ability to navigate a fast-paced environment and rapidly- changing market
  • Highly organized, self-starter, positive and results oriented
• Skills and knowledge
  • Excellent spoken and written English
  • Additional language is a plus