The Client Solutions team sits within our Customer Experience (CX) department, which rolls into our Sales organisation. It is one of the primary points of contact for clients (and prospects) into the business that have any queries relating to the Preqin platform, or the wider company. We are a global team, who are based within our London, New York, Chicago, Singapore & Tokyo offices, providing 24/5 support to our clients. Last year, we dealt with just over 29,000 queries for over 5,000+ unique individuals across the globe. As our global client base expands, so do the number of users that will look to utilise our support. We support our clients via phone, e-mail and Intercom to ensure they are getting the key data they require to reach their research and business objectives.
Our primary objective is to respond to client queries in a quick and efficient manner to maintain high levels of customer satisfaction. To get to a resolution, we use our existing knowledge of the world of alternatives and the Preqin platform and work internally with our research and tech teams (amongst others) on occasions. Queries can come into the team directly from clients via phone, e-mail and Intercom, or directly from our Sales team. We operate globally, so you will be responding to a variety of different clients in various locations.
What you’ll be doing:
- Responding to incoming client requests, often involving liaising internally with research, sales, product and engineering teams, as well as resolving issues independently
- Responding to client queries in real-time via Intercom, using screenshots or walking clients through resolutions via the chat/on the phone
- Understanding client use cases for using Preqin and providing guidance on how to obtain relevant data/information from the Preqin platform
- Training/developing client knowledge of the Preqin platform via Zoom
- Pro-actively contacting clients via Phone/Email to ensure usage/understanding of platform
- Taking inbound calls to the company mainline, qualifying leads that require further information, in order to pass to the sales team
- Working to support/promote sales and marketing initiatives
What you’ll bring to us:
- Excellent communication skills, with the confidence to make outbound calls and receive inbound calls, to build relationships with financial professionals and the ability to explain complex issues in a clear and simple way
- Excellent analytical/problem solving skills - ability to have a problem-solving approach to all incoming queries
- Technically inquisitive – someone who is keen to understand how and why things occur
- Organised - You can manage priorities and expectations for incoming requests and projects. You will also be able to keep up to date with documenting and logging activity.
- A pro-active individual – full training will be given, however you will be someone who thrives on learning within a live environment ‘on the job’
- You will have strong Microsoft Excel skills including being proficient in: vlook ups, pivot tables, sorting & presenting cleanly large amounts of data to help with client requests
- High level of attention to detail - accuracy and consistency is a key feature of client support
- You will be comfortable working to key performance indicator targets around response times and satisfaction
- You should have some experience in customer or sales support/client relations or other client-facing role, as you will be liaising with key decision makers at financial institutions
- You will be confident communicating with sales and research teams, technical people, and managers
- You will need to be confident working with business applications such as Salesforce and bespoke CRM systems
- You enjoy working with a friendly and intelligent group of peers as part of a team, balancing urgent tactical work, periodic operational needs, and our longer-term sales initiatives
- Proficient in both written and spoken Korean language to liaise with the Korea market and clients
Desirable Requirements:
- This role is suitable for a recent graduate interested in gaining exposure into the Alternative Assets Industry, someone with up to 1 years’ experience in the finance industry, looking for more client interaction; or someone who may be interested in progressing into a Customer Success or Sales role after at least 12-18 months
- Basic understanding of the alternatives market
- Experience of using Salesforce (and Case Management)
Why join us?
About Us
You will be joining the world’s leading data and insights provider for the alternative assets market. We empower the global financial community with critical information and leading analytics solutions to help them make faster and smarter investment decisions, and to make them with confidence. A forward-thinking company, we lead our industry through innovation. We trust in the power of data, and we use it to increase transparency in alternatives. We believe that access to information leads to more investment in the ideas and infrastructure that build strong communities.
Our Culture
We centre our culture in our teams members growth, sparking their curiosity and fuelling their career adventures. We celebrate and recognise contribution, high performance and strong collaborative behaviours. We’re building and growing our learning programs, frameworks and tools to help people thrive and it's an exciting time to join us. We support our internal communities and donate our time, knowledge and support to the communities that surround our offices globally.
Equal opportunities
Preqin is an equal opportunity employer, with diversity at the heart of our business. It is the policy of Preqin to ensure equal employment and consider all qualified applicants without regard to race, colour, religion, sex, sexual orientation, marital status, gender identity or expression, national origin, age, disability, pregnancy, veteran status, genetic information, socioeconomic status, political affiliation, or any other basis prohibited by applicable law.
