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Client Care Specialist |
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Summary:
Client Care Specialists act very much at the non-sales arm of the office-based Account Management Team. Client Care's objective is to help clients gain maximum value from their Gartner services.
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Responsibilities:
- Presenting Gartner to our clients
- Training clients to understand their Gartner services and (research) deliverables through interactive tours of www.gartner.com and Gartner cd-rom
- Ensuring that clients understand Gartner software products (Marketview and DDI)
- Monitoring and tracking usage of Gartner deliverables for key clients
- Touch calling key clients so that usage and client satisfaction remains high
- "Ensures compliance with and implementation of legislative requirements and Company policies/practices which impact on the employee's work area. These include equal opportunity and occupational safety, health and welfare legislation".
- The Client Care Specialist works with 6-8 Account Executives.
- The Client Care Specialist offers 15 hours support to the Clients within each Account Executives territory per month, to perform the activities.
POSITION COMPLEXITY
The role demands working with a large number of Sales contacts and a wide client base - an ability to manage time both effectively and proactively is essential.
Client Care Specialists need to be able to communicate professionally with senior IT and Business professionals (to Director/Executive level)
The incumbent must keep up to date with top-level industry trends, directions and hot topics.
KEY WORKING RELATIONSHIPS
Internal:
Inside Sales Organisation (Genesis/APP) - daily
Client Care Team Leader and Manager - daily
Gartner.com web team - weekly
Interactive Client Support (gartner.com tech support) - frequent
Enquiry Specialists (research requests) - frequent
External:
Clients - daily
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Qualifications:
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Education:
Required: Degree (A-Level/HND considered depending on experience.)
Desirable: Degree in IT or Business or Languages
Required Experience:
12-18 months of customer facing experience - ideally within a multilingual customer service role
Required Technical/Functional Knowledge & Skills:
English and (at least) one other European language to native level
A knowledge of MS Office would be advantageous
A familiarity with the Internet (and internet related terms) would be advantageous
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