Company Overview
Glass Lewis is the world's leading provider of governance solutions, enabling institutional investors and publicly-listed companies to make sustainable decisions based on research and data. We cover over 30,000 meetings annually across approximately 100 global markets.
Our clients include the majority of the world's largest pension plans, mutual funds, and asset managers, managing over $40 trillion in assets. With teams across the United States, Europe, and Asia-Pacific, we offer global reach with a local perspective on governance issues. Founded in 2003, our headquarters are in San Francisco, California, with additional offices in Kansas City, Missouri; London, U.K.; Paris, France; Limerick, Ireland; Karlsruhe, Germany; Sydney, Australia; and Tokyo, Japan.
Position:
We are seeking a highly motivated and customer-centric Customer Service Representative to join our team. This role is vital in ensuring a seamless client experience through onboarding, ongoing support, and identifying upselling opportunities. The ideal candidate will have a strong interest in finance and technology, excellent communication skills, and a proactive approach to client success.
Responsibilities:
1. Lead the onboarding process for new clients, ensuring a smooth transition to the Engagement Management Platform.
2. Provide timely and effective customer support, addressing inquiries and troubleshooting issues.
3. Educate clients on best practices for using the platform and inform them about new features.
4. Monitor product adoption and user activity to enhance engagement.
5. Analyze client usage data to identify opportunities for upselling and additional services.
6. Collaborate with internal teams to relay client feedback and contribute to product improvements.
7. Maintain detailed records of customer interactions and resolutions.
8. Train existing team members on basic client inquiries related to the Engagement Management Platform.
Requirements:
1. Fluent in English, both written and spoken.
2. Strong interest in finance and technology.
3. Proficiency in Excel for data analysis and reporting.
4. Excellent communication and interpersonal skills.
5. Strong sense of ownership and accountability.
6. Problem-solving mindset with the ability to work independently and in a team.
7. Prior experience in customer support, client success, or account management within a SaaS company.
8. Knowledge of ESG and investment topics is a plus.
Additional Details:
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industry: IT Services and IT Consulting
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