Customer Value Enhancement is committed to supporting our clients in achieving their growth objectives, contributing to the overall expansion of Frost & Sullivan. We are dedicated to cultivating and sustaining personalized relationships with each client, aiming for a one-to-one connection.

Our team engages proactively with clients to address inquiries, discover additional needs, and identify challenges. Through initiatives such as Service Calls & Client Councils, we aim to enhance satisfaction, ultimately increasing the frequency of client usage.

Primary focus of the incumbent is to ensure Clients derive maximum value from their investment in Frost & Sullivan services.

 

(The definitive position title and internal corporate level will be established through a sequence of interviews and assessments)

 

External:

• Effectively communicate Client Satisfaction/Dissatisfaction to relevant parties.
• Achieve a 100% subscription renewal rate.
• Provide unparalleled proactive interaction with clients.
• Identify additional needs and generate qualified leads for the sales team.
• Serve as a Frost & Sullivan knowledge base for all clients.
• Focus on renewing Growth Opportunity Analysis (research) subscriptions.
• Educate clients on all Frost & Sullivan capabilities.
• Strive to enhance satisfaction through service calls & client councils.
• Increase the number of users within client organizations.
• Ensure high levels of portal usage.
• Collaborate with clients via phone, email, and in-person to understand their needs.
• Fulfill client requests promptly.
• Encourage interaction via live chat, client briefings, and analyst inquiries.

Internal:

• Manage Growth Opportunity Analysis (GOA) renewals through client councils, provide usage statistics, and conduct service calls.
• Submit leads for Frost & Sullivan services to the sales team.
• Collaborate with Sales/Analyst teams to align client needs with Frost & Sullivan products and services.
• Fulfill ad hoc requests from assigned Account Executives.
• Address concerns with existing accounts.
• Ensure accurate entry of all client interactions in the CRM.

• 0-4 years of experience.
• Excellent written and oral communication skills.
• Bilingual in English & Japanese 
• Proficiency in Microsoft Office – Word and Excel.
• Well-organized and detail-oriented.
• Strong initiative and ability to work independently with remote supervision.
• Adherence to high-quality standards.

You need to be-

• Wildly curious and entrepreneurial
• Committed to customer success
• A self-starter invested in your future
• A persuasive communicator
• Deeply Analytical
• Excited about Disruptive Trends

• A friendly work environment with an ‘open door’ policy
• A strong career path with growth opportunities.
• Be part of a global team that strives for excellence, and fosters Olympic spirit
• Feed your intellectual curiosity by collaborating across all levels of the company across the globe
• Global Recognition - President’s Club & Chairman’s Club Awards
• Continuous learning and coaching
• Hybrid work, with flexible working hours
  
• Annual Wellness Benefit
• Attractive Group Medical benefit
  

 #EnrichYourLifeEnhanceYourCareer

 

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