Customer Relationship Executive – East Coast
Base Salary: US$90K-95K/annum
Oxford Economics, a leading global economic research and consultancy firm, is looking to hire a Customer Relationship Executive for the East Coast Corporate territory. This position will be responsible for supporting the Account Manager to manage Oxford’s East Coast Corporates subscription clients across the East Coast dealing with client inquiries, increase usage and adoption of Oxford’s services, as well as assist with retaining subscription revenues and identifying upsell opportunities across the client base.
This position will be an integral part of Oxford’s growth plans for the corporate sector and is an exciting opportunity to join a fast-growing company at the forefront of the industry. The key responsibilities within this role include:
Key Responsibilities
- Assist in the renewal, and upselling, of existing subscription clients.
- Work with the team to help identify cancellation risks and upsell opportunities.
- Effectively articulate the value and use cases of the OE products to clients.
- Increase client usage of subscription services and expand the user bases with proactive account engagement strategies.
- Work with the team to produce regular content-led mailings. Notify clients of product developments and upcoming events and webinars.
- Proactively identify at-risk users/accounts based on usage metrics and the CRM. Work with the team to develop a plan to engage with those clients. Arrange client meetings for the team to present service demos and conversations to drive client engagement.
- Manage the onboarding of new users, including individual customer setup and training on the services.
- Help answer any client questions and liaise with the relevant economists, IT, or other internal staff as required.
- Become proficient on Salesforce, to log all client interactions including- client queries, feedback, calls, and subscription access.
- Become proficient at managing client profiles in Salesforce to ensure technical access details are working properly. Will gain familiarity with other delivery options such as Excel Plugins, API and other platforms.
- Become proficient at navigating the OE Website, Databank, and Model to help support clients and pitch new services.
- Become proficient in client usage software for internal reporting and client support.
- Work with the Accounts Department to manage payment and late invoices.
- Attend in-person client meetings and events as necessary.
- Attend market and client-related webinars, seminars, and events.
Internal Communication
- Identify and share intelligence on client usage.
- Report on opportunities, challenges, product development requests, and client feedback.
- Prepare and maintain summaries of accounts and customer usage for the Book of Business.
- Collaborate with others in Account Management, as well the wider Sales team and other departments (Economist, IT, Marketing, etc.)
Skills and Experience
- Bachelors Degree; preferably with a concentration in business, economics or finance.
- 2 years of experience in a Customer Relationship and Customer Support role.
- Knowledge of Salesforce or other Customer Relationship Management systems.
- Must be highly organized and able to manage multiple projects.
- Candidate must have strong presentation and writing skills.
- Must have knowledge of Microsoft Word, Excel, and PowerPoint.
- Must be a self-starter, with the drive to set and reach ambitious goals.
- Must be a team player and able to collaborate with multiple stakeholders.
- The ability to quickly learn & articular new products.
- Fluent English.
- Experience with phone and web-based meetings.
- Experience working with multiples types of products across industry verticals is preferred.
- Experience with subscription-based research products is preferred.
Oxford Economics is committed to the principle of equal employment opportunity for all employees and applicants for employment and provides a work environment free of discrimination and harassment of any type without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by federal, state or local laws.
About Oxford Economics
Oxford Economics was founded in 1981 as a commercial venture with Oxford University’s business college to provide economic forecasting and modelling to UK companies and financial institutions expanding abroad. Since then, we have become one of the world’s foremost independent global advisory firms, providing reports, forecasts, and analytical tools on 200 countries, 100 industrial sectors and over 4,000 cities. Our best-of-class global economic and industry models and analytical tools give us an unparalleled ability to forecast external market trends and assess their economic, social and business impact.
Headquartered in Oxford, England, with regional centres in London, New York, and Singapore, Oxford Economics has 24 offices across the globe. We employ more than 400 professional economists, industry experts and business editors—one of the largest teams of macroeconomists and thought leadership specialists. Our global team is highly skilled in a full range of research techniques and thought leadership capabilities, from econometric modelling, scenario framing, and economic impact analysis to market surveys, case studies, expert panels, and web analytics.
Oxford Economics is a key adviser to corporate, financial and government decision-makers and thought leaders. Our worldwide client base now comprises over 1500 international organisations, including leading multinational companies and financial institutions; key government bodies and trade associations; and top universities, consultancies, and think tanks.
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