Client Success Executive at Mintel - Kuala Lumpur, Malaysia

Job Description

From fast answers to deep insights, Mintel has provided research and intelligence solutions to consumer-focused businesses for more than 50 years. With a combination of world-class syndicated tools and custom insight solutions, we are the eyes and ears in the markets that matter and the insights behind our clients’ next big idea.

Mintel is the world’s leading market intelligence agency. Our analysis of consumers, markets, new products, and competitive landscapes provides a unique perspective on global and local economies. Since 1972, our predictive analytics and expert recommendations have enabled our clients to make better business decisions faster. Our purpose is to help businesses and people grow.

We are looking for a Client Success Executive to provide reactive and proactive client support to Mintel’s global client base across all sectors of our business. This position is responsible for fielding data analysis requests from our clients, as well as assisting colleagues with various client-related administrative tasks. The Client Success Executive will be working in a dynamic team and responsible for providing the best-in-class support to our client base worldwide and collaborating with the Commercial team to support their needs. You will be part of a team which offers the exciting opportunity to collaborate with our Commercial teams and global clients. You’ll gain dynamic experience in an international environment.

Primarily, this role will support our APAC clients, but you will also support our global client base.

What You Will Be Doing:

Responding to Ad-Hoc Client Requests: Providing timely and thorough responses to ad-hoc client questions and research requests using the appropriate Mintel data and insights
Creating Recurring Client Newsletters: Create newsletters for clients on a recurring basis in various formats using Mintel’s platforms to highlight new data and insights related to the client’s industry.
Collaborating: Working closely with Client Success Managers on client engagement and providing support as needed with data analysis and reporting on client usage.
Client Support: Working alongside other members of the Client Support team to provide support on a range of issues from subscription access problems through to customer requests for market research support.
Live Chat Support: Answering clients’ inquiries through live chat.
Client Training: Conduct virtual training sessions on how to use Mintel Tools upon request by the Commercial Team.
Representing Mintel: Operating as a competent and knowledgeable expert in Mintel’s methodologies and processes across a broad range of verticals; providing timely and thorough responses to ad-hoc client questions

Who We are Looking For:

Data & Insights Enthusiast: You have a strong academic or professional background in analyzing data, insights, and market research. You can find creative ways to help clients digest and derive insights from large sets of data. You should be familiar with pivot tables, v-lookups, and other formulas, in addition to sorting and manipulating data.
Tech-savvy: You have experience working with SaaS platforms such as Mixpanel and Microsoft Dynamics CRM and you can learn new technologies quickly.
Detail-Oriented: You have excellent attention to detail and strong organizational skills. You are dedicated to quality, ensuring accuracy and efficiency in your work to elevate Mintel as a top insights company.
Great communicator: You have extremely polished verbal and written communication skills, and can adapt your communication style to suit each client and internal business partner.
Self-Directed: You take initiative to solve problems and uncover opportunities, and you are eager to take ownership and accountability for the success of your client portfolio.
A Multi-tasker: You can handle multiple projects simultaneously and with different deadlines, which includes producing and delivering reports.
Client-obsessed: You are passionate about client service and you are driven to help your clients achieve success .
Naturally curious: You are naturally curious and great at navigating client conversations, asking second and third-level questions to get at the heart of clients’ challenges and goals.
MUST be fluent in Mandarin, written and spoken to support our clients based in China.
Working Hours: 9.00am to 5.30pm

What We Offer:

A culture that supports true collaboration whilst embracing remote working.
Flexible start times and end times.
Home based but need to be in the office for onboarding, team meetings and ongoing training throughout the year.
Approach to personal development where we encourage individuals to grow and share what they’ve learned.
Social events, both within the department and across the company.
Generous annual leave and wider circle employee benefits.
Additional one day off to celebrate your birthday.
Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
Giving back is part of our culture with this in mind, Mintel gives employees 2 days’ leave per year to join local volunteering activities organised by our Mintel Gives (where applicable).
Mental health and wellbeing support via Modern Health App.
Beautifully designed offices foster collaboration and fun.