15% Training and product Knowledge. Maintain up-to-date product, finance and industry in order to maintain our industry leading level of service.
Proactively sign up to certification level 3 modules and complete successfully.
Develop at least one expert product/content area in which others seek your knowledge and guidance and you take increased responsibility for the support and keep constant track of developments within FactSet and the market place.
Build out a complete understanding of key competitors and develop replacement strategies with your sales person (for accounts ABC etc.)
Set up and run a competitor forum for your team where you have monthly case studies of clients and discuss what is the best approach to take in a given situation
Use networking as a way to further develop industry information from key industry insiders
40% Projects & Implementation Take responsibility for the successful implementation of new products and/or workstations in all of your accounts.
Plan your time effectively to ensure that you can always deliver timely service to clients to ensure as smooth an implementation as possible
Utilize I-traker tool in Control Center when appropriate and update on a frequent basis.
If necessary, delegate tasks to other members of the team in an efficient manner and according to availability and skills
Ensure that all relevant project work that is critical to the implementation is documented appropriately
Pro-actively communicate any potential problems or delays with your manager, clients and stakeholders as early as possible and discuss options accordingly
25% Account Management. Ensure you execute strategies and initiatives that allow you to maintain and strengthen the current relationships with your user base.
Actively monitor the Usage on your accounts, plan appropriate strategies to increase overall usage and document all actions you take when usage is changing unexpectedly
Set up reports using available client management tools to monitor usage and any potential changes in usage
Build an understanding of the users workflow so you can target them with the appropriate training and overview which will overall increase the usage of FactSet
When there are unexplained usage changes immediately investigate and report your findings back to sales team and manager(s)
Regularly review sales /consulting service strategy execution with consulting manager in order to ensure that you're on track.
10% Collaborate with Sales and specialist. Partner with sales in managing and retaining shared accounts
Complete a monthly Client Summary report and share with Sales and specialists.
Attend certain sales meetings with the Sales and Specialist group to discuss new opportunities and review sales strategies
Keep the sales team apprised of the client status, activity, opportunities, risks, and issues
10% Junior Mentorship: Consistently share best business practices with junior team members, be a conscious role model and pro-actively mentor them and aid in their development
Consistently share best business practice with junior team members, be a conscious role model and actively mentor them and aid in their development
Provide appropriate and timely feedback on junior members of the team in catch up meeting with Manager
Actively coach junior consultants when you go on visits with them on what could be done better, different approaches to problems and general tips on improving their skills
Ensure that you are always very well prepared for any visits or meetings you attend with Junior consultants so that they are following a good example
Ensure that you take time to explain problems and solutions properly to aid the development of skills longer term
Set aside a regular time to go through queries and questions with junior members of the team to ensure continued development
Education: Bachelor's degree in finance, MIS, economics, accounting, business administration, mathematics or similar field. MBA preferred. 2-4 years of experience, preferably in a finance role
Strong technical skills and deep FactSet product knowledge; strong PC skills
Enthusiasm, desire and a strong sense of initiative service/support for clients
Strong communication and interpersonal skills; ability to inspire confidence and maintain composure in stressful situations
Ability to build strong, trusting relationships with FactSet clients