Client Support Coordinator

Insights is a Learning and Development company which aims to change the world through the power of self-awareness. 

Across the globe our products help people see themselves and others in a new light, to spark stronger connections in our workspaces and beyond. It all starts within. We're always making sense of ourselves - evolving as we move through life. Discovering our own minds means we're committed to constantly expanding them. And we want to shout about it. We love what we do, and we have fun doing it. That's what makes the magic of Insights. We work in a space where everybody belongs, where you can be unapologetically you.

Our newly created Customer Success function combines our established Client Services and Practitioner Communities to drive practitioner and customer experience, implement propositions for each practitioner segment, and enhance efficiencies in client services functions. Client Services coordinates virtual, digital, or in-person Insights Discovery events, aiding practitioners. The Practitioner Community includes Insights L&D professionals, consultants, L&D trainers within customer organizations, and licensed practitioners. We aim to cultivate a culture of excellence, collaboration, and continuous improvement within all customer-facing teams, enabling exceptional service delivery and driving business growth.

As a Client Support Coordinator, you will be responsible for providing client support to our Sales and Delivery teams, ensuring excellent client service, event support, account development and administration for any relevant clients. You will perform an array of tasks such as leading and managing events into fruition, managing the workshop logistic process, fulfilling client orders, creating and maintaining online accounts and partnership working with all teams across the business to ensure a high level of client satisfaction.

To ensure superior customer service, it's essential to understand and meet client needs while supporting colleagues. Proactively developing strong relationships with clients maximizes potential opportunities and enhances overall satisfaction. Managing pre and post-workshop logistics, in close collaboration with the sales function, is vital to delivering an excellent customer experience and adhering to Qualiopi governance.

You'll be based out of our Paris office on a hybrid basis and will be required to attend the office at least 2 days a week. There are only a few of you that work out of the office and there are office management daily duties that will need carried out so there is no set pattern to your days in the office and there is some flexibility around this. 

Day to day you'll:

• Meet the needs of customers and provide help and support to colleagues to ensure customers receive superior service on a daily basis
• Proactively develop strong relationships to maximise on the potential within our clients and ensure transactions are fulfilled in a timely and efficient manner
• Manage pre and post-workshop logistics, liaising closely with the sales function to facilitate an excellent customer experience
• Follow ordering processes to ensure transactions are fulfilled in a timely and efficient manner
• Receive, log, investigate and resolve customer queries in a way that builds client loyalty
• Create, manage and ensure accurate information is on our global systems
• Produce key reports in line with customer service agreements
• Manage and arrange conference calls and webinars in support of internal and external customers
• Monitor shared email in-boxes to ensure customer enquiries are dealt with or escalated to the appropriate person in a timely manner
• When in the office you'll liaise with contractors, suppliers, property manager or landlord when necessary. You'll also stay informed about in-country health and safety legislation as it is essential for maintaining a safe working environment, along with day to day general office upkeep.

• Experience of supporting customers and client relationship managers as part of the sales process and experience of using CRM systems would be highly beneficial
• Extensive admin and IT skills that'll be used daily to capture client and event data on a centralised system
• Ability to work as part of a team and demonstrate flexibility with regards to working in a continually evolving and demanding environment
• Proven ability to work under pressure in a methodical and highly organised way whilst maintaining high levels of accuracy
• You can build rapport quickly and build great relationships with clients and colleagues
• Experience of handling enquiries by listening to and understanding the needs of customers
• A committed and reliable team player, sharing workload closely in a small tight-knit team, while strongly connected to our global Client Services community and ready to step in to support other offices as needed
• A strong passion for legendary customer experience and always prepared to ‘go the extra mile' in delivering support on time and to the highest standards
• You'll constantly seek new and innovative ways to meet and exceed our customers' expectations, making recommendations and suggestions to improve processes and procedures as appropriate

Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.

Read more about inclusivity at Insights via the vacancy page on our website: https://www.insights.com/inclusively-insights/