Entitlement Analyst

About the Team:

The Content Authorization team manages the end-to-end process of setting up our customers with access to broker research and other specialized content. The Entitlement Analyst liaises between our customers, our sales team, and our strategic content partners (who provide access to broker research content to our customers). At our core, we are a dynamic team of highly productive people who are passionate about providing support and thrive in a rapidly changing environment.

About the Role:

We are looking for a passionate, driven and accomplished Entitlement Analyst to join our growing India team. This is an opportunity to join a high-growth company, and enable an award-winning product that is rapidly getting adopted across international markets. In this role, you will actively support our global sales teams with Content Authorization requests and provide them superior customer experience. As an Entitlement Analyst, you will be responsible to collaborate with sales teams, broker partners, and customers to resolve their concerns in a professional manner.

Who you are:

• A customer-focused individual, who has experience in supporting the customers through an email ticketing system, chat, and/or phone calls.
• Demonstrate exceptional organizational skills and attention to detail.
• Provide comprehensive information/updates to the sales teams.
• Resolve customer complaints and queries.
• Provide new employees with training sessions to enhance their skills.
• Offer exceptional customer service and satisfaction.
• Follow up with customers for any further information.
• Maintain a healthy relationship with the sales teams.
• Have an ability to execute, act tactically and write effectively.
• Have a desire to learn and absorb information to make connections and drive productivity.
• Possess strong analytical, critical thinking, and problem-solving abilities.
• A team player and enjoy building strong cross-group working relationships.
• Proficient in Microsoft Office Suites (especially in Excel)
• Salesforce or any CRM tools experience is a plus.

What You’ll Do:

• Process the Content Authorization requests submitted by sales teams by following SOPs.
• Collaborate with the sales teams and broker partners to gather the required information.
• Resolve customers’ queries and concerns.
• Track the progress of the submitted Content Authorization requests.
• Track communication in our CRM for transparency and auditability of casework
• Focus on improving customer satisfaction by delivering timely, accurate, and quality services.
• Suggest process and system enhancements to increase efficiency.
• Assist with special projects as assigned.