WHAT DOES A CLIENT SERVICE ANALYST DO?
Published: July 16, 2024 - The Client Service Analyst plays a crucial role in supporting sales strategies while aiding in the development and implementation of organizational strategies. This role involves managing and supporting various initiatives, and enhancing team efficiency by defining and developing new reporting mechanisms and data aggregation methods. Additionally, the analyst includes driving employee engagement, fostering organizational culture, supporting recruitment, and evaluating business proposals to recommend optimal strategies.
A Review of Professional Skills and Functions for Client Service Analyst
1. Client Service Analyst Duties
- Client Retention Management: Work with dedicated existing clients to help them extract maximum value from products and ensure high levels of product utilization, resulting in high retention.
- Client Education: Educate clients on new product features relevant to their subscriptions.
- Mathematical Communication: Explain complex mathematical concepts to a variety of mathematical and nonmathematical audiences.
- Subject-Matter Expertise: Provide subject-matter expertise on optimization, risk models, APIs, and portfolio analytics.
- Client Acquisition: Work with prospective clients to help them understand the unique value of products.
- Client Training and Understanding: Understand prospective clients’ needs and current workflows and train them on the effective use of software and risk models.
- Client Guidance on Tools: Guide prospective clients on implementing the advanced tools (custom models, Alpha Alignment Factor, multiple risk models in single optimizations, etc.) to achieve superior results.
- Product Implementation Teamwork: Team with implementation experts on product installation and integration in client environments.
- Expert Coordination: Coordinate and involve additional subject matter experts to ensure clients have answers to important questions in a timely fashion.
- Product Development Feedback: Provide feedback to the Product Management team in ongoing efforts to improve and expand the product capabilities.
- Customer Fulfillment Analysis: Maintain and analyze customer fulfillment patterns.
2. Client Service Analyst Responsibilities
- Customer Account Management: Serve as the primary point of contact for servicing customer accounts.
- Client Response and Execution: Respond to the needs of the client, decide which course of action to take, and execute that action without consultation or direction.
- Project Management: Independently develop and monitor project plans to ensure quality, timely delivery, and research.
- Client Interpretation Skills: Demonstrate ability to accurately interpret client instructions and requests.
- Interdepartmental Communication: Facilitate professional communication between clients, internal departments, business units, and management.
- Technical Analysis: Perform technical analysis and outline job flow.
- Client Relationship Management: Maintain a positive relationship and ensure accuracy of delivery to exceed client expectations.
- Professional Development: Continue to learn and gain knowledge of new processing and consultative techniques.
- Adaptability: Adapt skills to meet changes in user interface and technology tools.
- Stakeholder Awareness: Recognize expectations of sales, internal departments, and external contacts.
- Internal Collaboration: Develop and maintain strong relationships across all internal teams.
- Process Improvement: Analyze existing workflows and processes and recommend innovative improvements.
- Business Development: Identify and evaluate additional business opportunities with current clients, and engage appropriate teams.
3. Client Service Analyst Job Summary
- Client KPI Management: Collate and manage all client-related KPI data
- Data Analysis: Analyze and translate data into clear information which can be used to resolve issues and continually improve the service provided
- Performance Presentation Preparation: Prepare data-led presentation material to inform existing clients of performance against KPI
- Sales Presentation Preparation: Prepare data-led presentation material to sell Bleckmann services to potential clients
- Client Presentation Delivery: Confidently present the above material to existing and new clients during monthly/ quarterly review meetings and client negotiations
- Operational Collaboration for Capacity Management: Work closely with the operational teams to ensure the capacity is in place to meet client requirements, using a data-led approach
- Operational Issue Resolution: Work closely with the operational team to resolve issues in a timely way
- Client Communication: Ensure the client is fully appraised of issues, resolutions, and improvement initiatives
- Client Relationship Enhancement: Pro-actively identify areas of strengthening the relationship with the client and function
- Finance Collaboration for Payments: Work closely with the Finance Team to facilitate on-time payments by clients
- Improvement Identification: Identify synergies, duplication, and areas for improvement and positively act on them
- Market Analysis Assistance: Assist in monitoring customer preferences to determine the focus of sales efforts
4. Client Service Analyst Accountabilities
- Product Knowledge: Thorough understanding of Burgiss product suite and how the products fit into client organizations and their processes
- Client Advocacy: Serve as an advocate for Burgiss to the client, as well as an advocate for the client within Burgess
- Product Support: Provide product support, addressing product-related inquiries via email and ensuring all client interactions are documented cases in CRM, including:
- Functional Support - Private ILP: Provide 1st tier functional support for Private ILP investments and reporting
- Functional Support - Holding Transparency: Provide 1st tier functional support for Holding Transparency related questions, after the completion of the conversion induction program
- Functional Support - Universe Analytics: Provide 1st tier functional support for Universe Analytics questions
- Interdepartmental Coordination: Coordinate with Technical Operations, Engineering, and other departments to provide client solutions
- Project Collaboration: Work as part of a team on project-related tasks in support of direct-to-consumer websites
- Business Monitoring: Monitor daily business activities for client initiatives
- Issue Management: Manage operational or project issues to resolution by working with internal functional teams
- Initiative Leadership: Drive action plans associated with client initiatives
- Reporting: Produce and distribute accurate daily reports on time
- CRM Maintenance: Maintain data in the customer relationship management (CRM) system.
5. Client Service Analyst Roles
- Presentation Compilation: Assist in the compiling of Sales presentations, Statements of Work, and other business-related materials.
- Strategic Planning: Help to develop and implement plans that support organizational strategy.
- Initiative Management: Support and manage Entrega initiatives.
- Reporting Development: Define and develop new reporting and data aggregation.
- Data Analysis: Interpret metrics and reporting to drive change and new processes.
- Process Management: Maintain, develop and implement processes and procedures for the team.
- Project Support: Assist in project management initiatives related to client projects.
- Employee Engagement: Drive employee engagement initiatives that support career development.
- Cultural Advancement: Create initiatives to solidify and advance the organization’s culture.
- Recruitment Support: Support recruiting efforts through the development of job descriptions and workflow management.
- Proposal Evaluation: Evaluate business proposals and make recommendations accordingly.