Client Support Consultant / Senior Consultant Closed

This role can be based in either Singapore, Shanghai, or Toyko office

Closing date for Application: 27th January EOB

Division: Syndicated Research (Project Delivery)

Reporting to: Client Support Manager in Singapore

Career Level: 4/5

Location: Singapore, Shanghai, Tokyo

Summary

The Client Support Consultant/Senior Consultant role offers the opportunity for the successful candidate to enhance the client experience by acting as a vital link between commercial and research functions. Driven by curiosity and a passion for innovation, this role is focused on identifying efficiencies and uncovering opportunities within client queries, always seeking to understand the “why” behind each request. The ideal candidate is a strategic thinker, comfortable piloting new AI/tech solutions and championing their adoption, with the commercial acumen to transform queries into valuable business opportunities. By fostering strong partnerships through effective communication and stakeholder engagement, the Client Support Consultant ensures seamless collaboration and delivers impactful solutions that drive both client satisfaction and business growth.

Reporting to the Client Support Manager, this is a significant opportunity not only to elevate query service, but also to gain more exposure to client engagement at regional and global level. As such, you will be able to build partnerships and find different solutions balancing these with unique research input and insight. These positions pave the way for those eager to expand their local remit and contribute effectively to both research and commercial teams.

Key Responsibilities:

Query management: Ownership of a specific regional query load split by industry, account or other grouping. Responsibility for efficient, high quality query engagement with sales and clients based on standard operating procedures. Renewed focus on opportunity identification and conversion for both sales and research through queries.

Relationship-building: Building strong and collaborative working relationships with relevant research, insights and sales team to support effective and seamless client support.

Tech adoption Working in collaboration with Gen AI and tech teams to effectively incorporate and implement new AI solutions for query management and analysis – this will range from helping identify appropriate solutions and integrate into daily practice but also training relevant AI tools to be effective, responsive and relevant. We are looking for both research specific and business level solutions so a key understanding of client need and types of client engagement with EMI will be essential in driving tech solutions forward.

Reporting and Insights: Developing and building relevant reports for research sales using query and passport usage data as well as other relevant metrics. In the first 6 months this will be defining the audience, nature and cadence of this reporting and after that it will be about collecting, analysing and delivering those reports as relevant. The use of tech solutions and creative storytelling will be key here.

Data partnership: Working closely with the insights team and project managers to define and develop well defined and structured pathways for client data partnership, focussing on sales training, engagement and readiness. Exploring new ways to engage clients in contributing to our research.

Claims: Coordinating Passport claims requests and necessary actions to sign off the data. Working closely with the claims team as well as local research and insights teams to do so.

Experience

• 3 years of syndicated, consulting research, service tiers or sales experience
• Direct client engagement experience for queries, CPT Lead/member, presentation experience and interaction in informal client settings
• Knowledge and passion for traditional and emerging research methods, tools, and technologies and how they are used to empower researchers and our businesses to deliver great products and service
• Structured communication and storytelling skills with ability to influence a range of audiences

Attributes

• Creative problem solver with a common sense and practical solutions orientation
• Results-oriented team player who holds themselves accountable for performance, takes ownership and makes adjustments to drive improvement and efficiency
• Calm under pressure and able to function effectively in a fast-paced environment of client and sales demand
• Strategic thinker with an ability to effectively identify opportunities from queries (focusing on the “why” not the “what”)
• Interest in Gen AI solutions for research operational efficiency, comfortable piloting new tech solutions
• Confident presenter, able to prepare quickly to engage with clients at short notice
• Active listener who responds rather than reacts and knows when to ask for help
• Collaborative spirit with the ability to effect goodwill across teams and functions
• Languages: Language skills are an advantage and may be required depending on office location:
• Shanghai Office: Mandarin is mandatory.
• Tokyo Office: Japanese is mandatory.
• Singapore Office: Proficiency in other SEA regional languages is considered an advantage.