Client Service Representative - Boston


Title: Client Service Representative
Location: Boston

Overview:
This is an excellent opportunity for Recent Grads with at least 1 year experience/internship experience within Client Service role, who wishes to build a career in the technology sector while working in a rapidly growing entrepreneurial company.

451 Research is an independent technology industry analyst company focused on the business of enterprise IT innovation.  The company’s analysts provide critical and timely insight into the market and competitive dynamics of innovation in emerging technology segments.

Clients of the company – at vendor, investor, service-provider and end-user organizations – rely on 451 insights to support both strategic and tactical decision-making for competitive advantage.

The position is based in our Boston office and offers a competitive total compensation package and huge potential for growth within the organization and in compensation.

The ideal candidate will have a bachelor’s degree with an excellent academic track record, strong communication and relationship management skills with at least one year of experience or some internship experience in Client Service or Account Coordination role. Knowledge of the technology industry is preferred, but not an absolute requirement.

The Client Service Representative works in collaboration with the Sales team to ensure all needs of our clients are met. The Client Service Representative is responsible for proactively driving, monitoring, and increasing client usage and satisfaction with contracted deliverables. This includes proactive and reactive service by way of client requests and inquiries, coordination of the on-boarding process, web ID set-up, event participation, aligning client initiatives with relevant research, coordination of webinar delivery by analysts, etc.

The ideal candidate will be a highly motivated professional who thrives in a team-oriented environment and has a keen customer service orientation.

Core job functions include:

  • Field inbound client requests and research inquiries
  • Develop a comprehensive understanding of 451 Research’s analysis, data and analyst expertise
  • Proactively interact with clients regarding their business and technology issues to align with 451 Research’s analysis and data
  • Input key data into internal CRM system (Salesforce.com) by documenting all client interaction, as well as monitoring time logged for analyst/sales interaction.
  • Coordinate and facilitate Welcome Calls with new and renewing clients.
  • Partner with our I.T. team to troubleshoot any access issues clients may experience.
  • Conduct website training for clients.
  • Support ad-hoc projects and programs for internal and external clients.
  • Work with Marketing to support and execute messages to client base (e.g., product/service changes, company changes, and email campaigns).
  • Manage analyst participation in webinars with clients to ensure all activities are delivered with quality and in a timely manner.
  Requirements:

  • Minimum of a bachelor's degree. 
  • At least one year of experience or some internship experience in Client Service or Account Coordinator role.
  • Ability to be sociable, flexible, open-minded and creative
  • Strong communication skills, both written and verbal (phone experience a must)
  • Experience with all MS office applications, a CRM software (salesforce.com ideal), and a proven ability to use a computer intelligently
  • Strong problem-solving and analytical skills
  • Strong organizational and time management skills
  • Strong attention to detail
  • Ability to prioritize among conflicting demands
  • An interest in a long-term role. We are a growing company, and we like to hire people who can grow with us.
  Personal Attributes:

  • Demonstrated sense of urgency
  • Ability to multi-task in a fast-paced environment
  • Solid relationship management skills
  • Strong team and collaborative orientation
  • High level of energy and passion
  • Strong sense of professional accountability and integrity
This is an excellent opportunity to work for a growing organization at the pulse of what matters most; keeping our clients happy.

451 Research provides a strong benefits plan and offers a stimulating, fast-paced work environment:

  • 15 vacation days
  • 6 sick days
  • 11 Paid Holidays
  • Additional 3 Floating Holidays paid
  • Company sponsored Medical, Dental, Vision
  • Life insurance, Short Term and Long Term Disabilities.
  • 401 K
To be considered for this opportunity, please submit your Resume along with salary requirement. 

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