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Senior Client Services Executive - Pharma


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Job Details

Informa Careers


Senior Client Services Executive - Pharma

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Job Description


Informa Business Intelligence provides market intelligence, news and analysis, bespoke consulting services, industry events and specialist online training to millions of customers worldwide through online platforms and multimedia subscription services. We provide businesses, professionals, academics, scientists and governments with information so they can act, and ultimately make valuable and profitable decisions.




In this role you will be expected to:


  • Strive to deliver a world class standard of Customer Service
  • Contribute fully to the objectives of your Division and achieve the personal objectives set by your manager
  • Strive to deliver a world class standard of Customer Service
  • Meet the required KPIs and ensure your client facing activity beats standards and expectations
  • Continually improve your product and industry knowledge to ensure the best support can be offered to all clients
  • Lead by example in all forms of Client communication
  • Act as support for the Client Services Team Leader/Manager when necessary




 Key Responsibilities and Activities


Client Communication

  • On-board and initiate new and renewing clients through 121 welcome calls, user initiation, user training, usage reviews and client feedback.
  • Provide account customers with tools needed to drive exposure and usage of the product within their organisations. This includes collateral such as emails, branded microsites and brochures (produced by marketing).
  • Ensure key enhancements to the product or service are communicated to all users, through emails, web-based training and personal calling
  • Provide timely communication to clients ensuring that they are kept fully updated of specific activity to minimise negative impact to their business.
  • Capture and feedback client requirements into the business representing the voice of the user on all divisional developments


Drive, measure and track client facing activity

  • Record key activity metrics such as KPIs, client feedback etc.
  • Complete any relevant reports and documentation required from your management required to measure and track overall business and individual performance
  • Feedback to the business client expectations, frustrations and testimonials that will help to improve client experience with our products.
  • Ensure that all activities with clients are logged in the relevant CRM system.
  • Participate in business improvement initiatives and client escalations as appropriate


Continual Client and Product Knowledge Improvement

  • Develop an understanding of our users and their needs.
  • Keep up to date with latest industry developments and use that knowledge to improve the quality of the service you offer
  • Understand what other comparative products and services our customers are using, and what their perceptions are of value and service in comparison to our own.
  • Manage client escalations and resolve in the fastest time possible


Commercial Awareness

  • Feed any new leads through to the appropriate sales channel.
  • Provide timely communication to your manager on any client, process or product related issues
  • Support the Client Services Team Leader/Manager with any change management decisions


Development, Coaching and Self-awareness

  • Complete any required training on time relevant to the overall performance of your role
  • Attend team meetings and 1:1 meetings to stay up to date with business goals and performance
  • Develop a clear understanding of personal strengths and weaknesses. Seek opportunities to utilise strengths and to improve on weaknesses where necessary.




  • Understands the industry and competitive landscape and uses this knowledge for role or organisation.
  • Knows most of the answers to role specific questions and are able to utilize their network and previous experience to source answers to the unknown. The questions that they ask show strategic thought and are audience appropriate.
  • They are a valued and highly contributing member of their team as well as across client services. Their role and accomplishments are recognized across client services and partner organisations.
  • They have the ability to change direction quickly when new requirements come up and can successfully reprioritize work and commitments when necessary to ensure urgent and important items are addressed first.
  • While they may take on many things at once, they keep their manager informed of their progress, prioritisation status, and accomplishments and support the needs of others who may be struggling with their ability to cope as effectively with ambiguity.
  • Ability to identify key issues and process improvement opportunities and can anticipate potential risks and dependencies in order to take preventative action.
  • Effective management of issues and problems and can compile a final post mortem required to communicate accomplishments and learnings, as well as recommendations for further analysis or best practices.
  • Can coach and mentor team members and act as a subject matter expert
  • Periodically deputizes for manager during absences






  • A self-starter with a commercial focus
  • Ability to articulate complex solutions in a simple and coherent manner
  • Strong inter-personal and communication skills
  • Outgoing, confident and engaging
  • Self-critical and able to take on board advice and constructive criticism
  • Presentation Skills




  • Demonstrable experience in B2B Client Relationship Management, with a proven track record
  • Some commercial exposure
  • Product and industry knowledge
  • Experience using online application sharing software e.g. Webex, Lync
  • Experience of operating Salesforce.com and/or InFront (for internal applicants)
  • Detailed knowledge of Microsoft Office applications
  • A background in Customer Relationship Management


Job Location
Tokyo, , Japan
Company Location
JP Tokyo Ginza Chuo (16)
Position Type


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