Client Success Associate - Financial Markets and Investment Research

Montreal - Hybrid

Permanent - Full-Time

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, mathematics or economics

Experience

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.