Client Response Technical Support Analyst


Informa Group Plc.

Nashville, TN
Full Time
2y ago

Company Description

Informa Financial Intelligence provides actionable insight to help our customers make smarter decisions. We provide fund and wealth managers, traders, insurers, analysts, and investment and retail bankers with the intelligent advantage to make informed decisions, understand past trends, forecast future performance, drive profitability, and increase returns. The world’s top global financial institutions look to Informa Financial Intelligence for our authority, precision and forward-focused analysis. We’re the world’s leading provider of fund management, wealth management, investment banking and retail banking market intelligence and competitive research

Job Description

The Financial Intelligence Client Response Technical Support Analyst is a team-oriented position which incorporates use of technical, analytical, and client communication skills to provide high-quality service to clients while maximizing the value of our products/solutions within their organization. The Client Response Technical Support Analyst acts as the external point of contact for decisionmakers and end users in addressing client-specific requests and issues. They organize, manage, and execute cross-department client-related projects of critical importance to the long-term relationship with the client. Through timely and accurate request/issue resolution, and feature benefit communication, Analyst is responsible for maximizing client satisfaction through execution and relationships.


Client Response Technical Support Analyst will support clients and renewal of accounts. Analyst will promote maximum value from client investment in our services and subscriptions, aiming for full utilization of licenses, identify new opportunities, and collaborate with sales and Account Management teams to ensure growth attainment and increased footprint.


Primary Responsibilities

  • With leadership guidance, plans, organizes, develops, and delivers client-requested deliverables according to specification and on time

  • Resolve issues and implement corrective actions with urgency. Triage, track, prioritize and resolve all client requests whether technical issues or user errors in a timely manner

  • Design, create, and maintain client databases for mature and in-development proposal-generation solutions (WealthIQ and Zephyr)

  • Analyzes data within client databases to ensure accuracy of reporting

  • Acts as the primary customer service advocate for all assigned customers’ tasks, enquiries and escalations related to mature and in-development proposal-generation solutions

  • Supports the broader client services organization by adding knowledge to support additional product(s) in our shared services model

  • Coordinates across multiple internal teams to deliver against client requests for new SOW’s

  • Support the sales teams prospecting efforts by engaging with technical expertise

  • Alert Account team to clients that appear to be at risk and support appropriate recovery action

  • Develop and maintain long-term relationships with client stakeholders in account portfolio

  • Assist in the process of delivering clients successfully to the contract renewal cycle and, where necessary, support the renewals process to minimize client attrition

  • Serve as a client advocate (Voice of the Customer) in driving industry best practices and the evolution of our products and platform functionality, courses and administrative services integral to the customer's success

  • Ensure that clients derive maximum value from their investment by utilizing all their licenses, identify new opportunities and collaborate with sales team to ensure growth attainment and increased footprint

  • Provide feedback and key insights pertaining to product usage, product perception and competitors and communicate new and on-going findings to stakeholders—Account Manager, Product Management, Marketing, and/or Editorial as appropriate

  • Provide ability to explain to our customers our organization and its business processes, products and services so they understand our plans, offerings, and capabilities

  • As part of building your personal brand you will be given the opportunity to;

  • Partner with customers in developing their strategic direction

  • Build and maintain relationships internally and externally with customers

  • Work in a highly collaborative and passionate team environment

  • Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development

  • Works with manger on additional Ad-hoc tasks or additional duties assigned


  • Education – BS/BA from an accredited college/university or equivalent work experience
  • SQL and Databases – Working knowledge of relational database concepts, gathering and manipulating data, and SQL is required; experience with SQL Data Compare is a plus
  • Technology - Working knowledge of Microsoft Office applications with a high proficiency with Excel; Microsoft Access experience a plus
  • Experience in the investment or financial services industry a plus
  • Communication Skills - Strong verbal and written communication skills
  • Interpersonal Skills - Solid interpersonal and relationship-building skills
  • Responsibility - Ability to work independently in an efficient and responsible manner
  • Teamwork - Experience working effectively with others in a team setting
  • Organizational and Multi-Tasking Skills - Exceptional organizational and problem-solving skills

Additional Information

About Informa:

Informa is a leading business intelligence, academic publishing, knowledge and events group. We help customers in hundreds of professional, commercial and academic communities connect and learn, and create and provide access to content and intelligence so they can work smarter and make better decisions faster. 

Why work at Informa:

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritises promotions internally. Our benefits include: 

  • Learning and development plan to assist with your career development  
  • 15 days PTO plus 9 national holidays, 4 days for volunteering and a day off for your birthday!  
  • Competitive Benefits with 401k match 
  • Paid parental leave 
  • Commuters benefit 
  • Work with a high quality of specialist products and service  
  • Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration  
  • Share-Match options - become a shareholder  
  • Regular social events and networking opportunities 


We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.  

See how Informa handles your personal data when you apply for a job here.

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