Client Solutions Associate

3 weeks ago

London, Greater London, United Kingdom Preqin Full time
About the Client Solutions Team The Client Solutions team operates within our Customer Experience (CX) division, which is part of our Sales organization. This team serves as a crucial point of contact for clients and prospects who have inquiries related to the Preqin platform or the broader company. We are a worldwide team, with representatives in various global offices, providing support to our clients five days a week. Last year, we managed over 29,000 inquiries from more than 5,000 unique clients globally. As our international client base grows, so does the demand for our support services. We assist our clients through various channels, including phone, email, and chat, ensuring they have access to the essential data needed to achieve their research and business goals. Job Overview Our main objective is to address client inquiries promptly and effectively to uphold high standards of customer satisfaction. To achieve resolutions, we leverage our existing knowledge of the alternative investment landscape and the Preqin platform, collaborating internally with our research and technology teams when necessary. Inquiries may come directly from clients or through our Sales team. Given our global operations, you will engage with a diverse range of clients from different regions. Responsibilities:
  • Address incoming client requests, often collaborating internally with research, sales, product, and engineering teams, while also resolving issues independently.
  • Provide real-time responses to client queries via chat, utilizing screenshots or guiding clients through solutions over the phone.
  • Understand client use cases for the Preqin platform and offer guidance on how to access relevant data and information.
  • Conduct training sessions to enhance client knowledge of the Preqin platform through virtual meetings.
  • Proactively reach out to clients via phone and email to ensure they are utilizing and comprehending the platform effectively.
  • Handle inbound calls to the company mainline, qualifying leads that require further information for the sales team.
  • Collaborate to support and promote sales and marketing initiatives.
Qualifications:
  • Exceptional communication skills, with the ability to make outbound calls and receive inbound calls, fostering relationships with financial professionals and clearly explaining complex issues.
  • Strong analytical and problem-solving skills, with a proactive approach to incoming inquiries.
  • Technically curious, eager to understand the underlying mechanisms of various processes.
  • A self-motivated individual who thrives in a dynamic learning environment.
  • Proficiency in Microsoft Excel, including skills in vlookups, pivot tables, and effectively presenting large data sets.
  • High attention to detail, ensuring accuracy and consistency in client support.
  • Comfort in working towards key performance indicators related to response times and client satisfaction.
  • Experience in customer support, sales support, or other client-facing roles, engaging with key decision-makers in financial institutions.
  • Confidence in communicating with sales, research teams, technical personnel, and management.
  • Familiarity with business applications such as Salesforce and custom CRM systems.
Why Choose Us?

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