Description
Website:
Leading Global Technology Research & Advisory Firm | ISG (isg-one.com)
ISG (Nasdaq:
III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
Position Summary:
The Client Relations Executive will be responsible for providing personalized customer service and support to both information technology outsourcing (ITO) & business process outsourcing (BPO) and telecommunications network service providers through ISG's Research practice.
This role is critical to ISG Research's business and the firm. We seek candidates who have exceptional client facing and time management skills, working knowledge of AI Tools, as well as a strong fluency with English.
The candidate will be responsible for monitoring and tracking progress of all clients; conduct onboarding sessions, enable client renewals of subscription advisory services; communicate with both internal and external stakeholders, and general support of the Provider Lens sales team on related opportunities/questions/issues.
Roles and Responsibilities:
- Anticipate client needs and proactively identify opportunities to deepen relationships through strategic, research‑backed guidance
- Manage and track interactions with ISG Research's existing clients (IT, BPO and Network service providers) and act as a liaison between the provider and ISG Analyst community
- Consultatively work with clients to ensure they see value out of their relationship with ISG's Provider Lens Program, including orchestration of on-boarding calls and regular cadence calls
- Create and manage communities of interest in line with ISG Provider Lens Research service lines and orchestrate campaigns to identify new sales opportunities
- Curate post-sales follow up campaigns to measure and assure client return on investment
- Develop a deep understanding of client objectives, business priorities, and long‑term strategy to ensure research and advisory outputs are aligned with desired outcomes
- Partner cross‑functionally with internal research, advisory, and delivery teams to ensure high‑quality, insight‑driven client engagements
- Work proactively with AI development team to find new opportunities to create value for ISG Provider Lens Clients
- Track and update client activity on a proprietary CRM Tool and create reports on a monthly/quarterly basis – Identifying any concerns of the client. Compile suggestions to improve our products and manage the feedback process.
Skills Required:
- A minimum of 3 years of experience in a Client relationship and account management, pre-sales and sales support, marketing function in an ITO/BPO organization
- Adaptive and Collaborative - The ability to work a flexible schedule, collaborating with US and European and APAC regions. Will occasionally require evening work hours in India
- Consultative - The ability to understand the importance of reporting to client measurement programs and to be able to discuss these concepts with clients
- Experience in using AI Tools – Working knowledge of Co-Pilot, Teams Environment, and ChatGPT is desirable as well as other associated tools
- Stakeholder Management - The ability to proactively troubleshoot client issues and working with the client to resolve their issues in a satisfactory manner.
This includes understanding the client issues, working with internal research and IT team members to resolve the issue, and communicating clearly and positively with the client throughout the process
- Time management skills - The ability to juggle multiple projects with aggressive deadlines
Education level:
- Bachelor's Degree with a diploma in Marketing
At ISG, we don't just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.
The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.
