Client Success Associate

Client Success Associate

Montreal - Hybrid

Permanent - Full-time

BCA ) is the leading independent provider of global investment research. Since 1949, BCA's mission has been to support its clients in making better investment decisions through the delivery of leading-edge analysis and forecasts of all the major asset classes and economies, as well as educating, informing and stimulating discussion through clear and thought-provoking research. The firm maintains a head office in Montreal.

About the Role

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.

Principle 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

Requirements:

• Education
  • Undergraduate degree, ideally in finance or economics
• Experience
  • Ideally 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
• Skills and knowledge
  • Excellent spoken and written English as you will collaborate with colleagues in Canada, US and globally.

Behavioral Competencies:

• 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

*Please note that the candidate must be located in the greater Montreal area. Candidate must be available full-time as this is a permanent role within the sales team.