WHAT DOES A CLIENT SERVICE EXECUTIVE DO?
Published: July 17, 2024 - The Client Service Executive is responsible for managing the complete lifecycle of client accounts from pre-sales to post-sales, a Client Service Executive develops new business opportunities and sustains relationships via video conferencing, phone calls, and emails. This role involves creating tailored proposals and presentations, ensuring service delivery within agreed timelines, and acting as the primary contact for assigned clients, maintaining high standards of communication and client retention. Coordination with internal teams is crucial to align client expectations with the project deliverables, monitored through project management systems to ensure timely completion.
A Review of Professional Skills and Functions for Client Service Executive
1. Client Service Executive Duties
- Client Communication: Provide regular updates to clients on the progress of projects and campaigns that directly affect each client.
- Resource Coordination: Coordinate for internal projects and determine the best utilization of resources.
- Relationship Management: Become the reliable point of contact for each client that is required to establish a strong business relationship.
- Project Monitoring: Monitor and measure projects/campaigns - weekly/monthly reports and presentations.
- Campaign Participation: Participate in marketing campaigns & ideation sessions.
- Client Support: Deal with client requests and troubleshoot problems.
- Briefing Initiation: Initiating business/campaign briefs between client and internal teams.
- Revenue Reporting: Forecast, measure and report Revenues of existing Accounts and new accounts on a weekly, monthly, quarterly and yearly basis.
- Training Provision: Provide training to peers & juniors on the processes and communication standards.
- Brief Preparation: Prepare briefs and debriefs.
2. Client Service Executive Details
- Client Account Management: Be responsible and accountable for the complete client account lifecycle from pre-sales to post-sales for new and existing client accounts.
- Business Development: Identify and build new business opportunities from existing clients (Up-sell / Cross-sell services) & other potential channels (like Linkedin and other business networking/bidding platforms).
- Relationship Building: Create, Develop and Sustain new business relationships with global clients using various communication tools like Video conferencing, Phone calls, emails, CRM software, etc.
- Proposal Creation: Create custom Proposals, Presentations, Case studies and other marketing collateral by individual clients.
- Client Communication: Be the single point of contact for assigned client accounts and deliver agreed-upon services within agreed-upon timeframes.
- Customer Service: Liaise directly with clients and provide excellent customer service keeping in mind the company’s standards of communication, response time, and transparency.
- Client Retention: Ensure high client retention rate through prompt and transparent communication and consistently delivering within timelines.
- Team Coordination: Coordinate with the internal execution team to ensure clear understanding of the client expectations and ensure the team meets those expectations.
- Deadline Management: Ensure that clients get deliverables as per the predefined deadlines.
- Project Monitoring: Monitor the progress of ongoing projects by coordinating with all the individuals and teams working on the project using project management systems and emails.
3. Client Service Executive Responsibilities
- Brief Communication: Effective in taking briefs and communicating the same to various teams to get the work done.
- Quality Assurance: Ensure appropriate quality throughout.
- Client-Operations Liaison: Liaising as a bridge between the client and the Operations teams.
- Client Relationship Management: Building strong, long-term client relationships and maintaining frequent contact.
- Strategic Planning: Setting strategies for assigned customers, considering specific requirements.
- Project Design and Implementation: Suggest, design, and implement print & digital projects.
- Client Updates: Keeping the client abreast with the progress at regular intervals.
- Query Management: Address client queries effectively and promptly.
- Timely Delivery: Ensuring timely deliverables at different project junctures.
- Revenue Achievement: Consistently achieve monthly, quarterly, and yearly revenue targets set out in advance.
- Appointment Management: Maintain appointment diary either manually or electronically.
4. Client Service Executive Job Summary
- Client Communication: Communicate with Clients verbally and in writing.
- Client Coordination: Coordinate between Clients, Back Office, and Production.
- Project Management: Project management tasks under supervision.
- Administrative Support: Project admin and filing tasks (time management and minutes of meetings, etc).
- Sales and Marketing: Sales and marketing communications.
- Cost Estimation and Budgeting: Prepare cost estimates, budgeting, and proposals.
- Client Presentations: Participate in presentations to Clients and execute service requests and deal with paperwork on a daily basis.
- Client Support: Attend to client calls and answer queries related to portfolio transactions, expenses, etc.
- Data Entry and CRM Management: Enter data in CRM and maintain records of all client service requests and conversations.
- Task Organization: Organize His/her schedule and tasks to meet the given deadline.
- Vendor and Department Coordination: Deal with multiple vendors, custodians, and internal departments to answer client queries or resolve disputes.
5. Client Service Executive Accountabilities
- Customer Inquiry Management: Handle and respond to inquiries and issues from shippers and customers
- Solution Provision: Provide timely and appropriate solutions and alternatives to shippers and customers when they face issues
- Customer Service Standards: Ensure excellent and professional customer service standards are maintained when speaking to stakeholders
- Operations Monitoring: Monitor daily operations for shippers' accounts - timely pickups and deliveries and escalate any issues to the team
- Telephone Management: Answer telephone, screen and relay messages
- Administrative Support: Provide administrative and clerical support
- Document Preparation: Prepare correspondence and documents, and send monthly portfolio reports from FE Analytics
- Portfolio Rebalancing: Request, send and process client portfolio rebalances
- Client Updates: Update clients and portfolios in FE after rebalances
- Appointment Scheduling: Monitor client's requests for review meetings and schedule appointments
- Meeting Coordination: Co-ordinate meetings and organize conference and meeting room bookings