- Location
- Tokyo, Tokyo, Japan · published
- Type
- Full-time
- Department
- Education
- Seniority
- Senior
- Source
- Workable
Description
Overview of the role
The Client Support Analyst / 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 Analyst / Consultant ensures seamless collaboration and delivers impactful solutions that drive both client satisfaction and business growth.
Reporting to the Head/Manager of Client Support, 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.
Query Strategy & Continuous Improvement: Analysing query trends to identify recurring themes, capability gaps and emerging client needs, and translating these insights into recommendations that strengthen research coverage, products and client engagement.Partnering with research, insights and commercial teams to align query reporting and analysis with local business priorities. Drawing on query trends, Passport usage data and stakeholder feedback to identify opportunities for process improvement, knowledge sharing, analyst engagement and enhanced client outcomes.
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.
Partnership with the Communications Team (varies by office): Working closely with the Communications team to manage press enquiries, connect journalists with the most appropriate analysts, guide the development of effective responses, and ensure seamless collaboration between Research and Communications.