Job Title: Product Consultant
Reports To: Manager, Data Products EMEA
Location: London
Salary: upto £26K
Job Purpose: To be a consultant for the company’s data products. Provide high quality product helpdesk support and training for clients and staff. To ensure that cancellations are kept to a minimum by following a thorough retention process. Be responsible for the development of new training courses and materials for the products as and when required. Provide support to the sales team in the form of product knowledge and demo expertise.
Key Result areas: Client Support & Retention, Training , Demos, Quality and Administration, Internal Communication with Company personnel, Key result areas
Client Support & Retention
Proactively manage client retention activities for defined members of client base to ensure cancellations are kept to a minimum.
To answer all incoming queries on the products and to ensure all problems are resolved in the shortest time possible.
To carry out client list and data conversion as appropriate.
To escalate product and client issues to the relevant support team where appropriate.
Troubleshoot client issues and provide the relevant account manager with appropriate feedback.
Training
Collate and report on client feedback from all training sessions held on a regular basis.
Delivery of product knowledge to new clients at Company’s offices, at client site and via the Internet.
Delivery of product knowledge and Q+A sessions to new users or existing users as a result of retention calls.
Design and develop bespoke training course materials in-line with individual client requirement and departmental requirement.
Feedback and monitoring of training courses.
Monitor user’s knowledge of product and carry out training needs analysis as and when appropriate.
Training internal staff where appropriate.
Demos
To assist sales process by delivering high quality product demonstrations to major potential clients. These will only be required if deemed necessary by the Product Manager and will be kept to a minimum.
Quality and Administration
Ensure all product training is carried out in a suitable training environment with all appropriate training support materials.
Log all client activity on our internal CRM system (Pivotal).
To gain a thorough and continually updated knowledge of all products (to include modules as and when they are released).
Internal Communication with Company personnel
Feedback on data issues and individual client needs to the Research Department.
Provide the Sales team with all relevant sales leads and general client feedback.
To report any major problems or clients dissatisfaction to the Product Manager – Data Products.
Working with the Helpdesk Consultant and Product Administrator, primarily for booking clients on training courses and co-ordinating course dates and times.
Product Development
To identify product development opportunities – either from own experiences or by garnering client feedback – and submitting via appropriate channels.
To assist with the testing of new product upgrades when necessary.
Competencies and attributes
Specific skills, knowledge & experience
Essential
Fluency in the French language – Written and Spoken
Administration skills
Ability to prioritise
Client orientated and able to spot opportunities for “added value” service -
Enthusiastic
Good communicator
High level of customer service skills.
Presentation skills
Strong knowledge and experience of the relevant software packages used in the office environment, encompassing all revisions of the Microsoft Office suite of applications.
Team player
Writing skills
Desirable
Knowledge and experience of working with the French Market
Fluency in the Dutch language – Written and Spoken
Ability to perform high quality and comprehensive product demos
Experience of IT training in a professional and business environment
Product and IT technical knowledge
To comply with all company policies (for example, data protection equal opportunities, confidentiality).
The jobholder will occasionally be required to travel to client sites outside of the Greater London area, possibly resulting in a longer working day than usual. This may also necessitate an overnight stay, although these will be kept to a minimum.
In addition, the jobholder may be required to undertake reasonable additional duties falling within the scope of their responsibility and competence, as determined by the needs of the business and its clients
