Client Support Analyst (Ask an Analyst)

Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space? At Informa TechTarget, you’ll collaborate and grow alongside some of the industry’s most respected experts. You’ll work with leading brands and be exposed to the “next big things”. You’ll apply your energy and intellect to helping clients be faster to market and faster to revenue.

Omdia is seeking a dynamic and customer-focused professional to join its industry-leading Ask an Analyst team. This role, part of our Customer Success team, is dedicated to managing and responding to research inquiries from Omdia’s subscription base. As a key connection point across the business, you will engage directly with customers while collaborating closely with internal teams, including analysts, sales, and product management. This is an excellent opportunity for a proactive problem solver who thrives in a fast-paced environment and is passionate about delivering exceptional customer support.

In this role, you will gain broad exposure to Omdia’s research, develop valuable cross-functional skills, and play a vital part in enhancing the customer experience. If you enjoy tackling challenges, building relationships, and making a meaningful impact, we’d love to hear from you.

• Manage and respond to inbound research inquiries from Omdia’s customer base.
• Identify relevant Omdia research for client inquiries and work with clients to clarify research requests to identify the most appropriate published content to support a business problem.
• Understand Omdia product lines, research content, and analyst coverage areas to effectively align client requests and questions with the most relevant analyst and product.
• Coordinate with internal teams, including analysts and subject matter experts, to deliver accurate and timely customer responses.
• Communicate directly with customers via email, ensuring a professional and customer-centric experience.
• Maintain accurate records of customer interactions in Salesforce.
• Generate reports on request for key business stakeholders and account management teams.
• Stay informed on Omdia’s latest research and key industry trends.
• Build and maintain strong relationships with analysts and subject matter experts.
• Support business improvement initiatives and assist with client escalations as needed.
• Act as the voice of the customer by capturing and sharing insights on emerging trends and key topics with internal stakeholders.

To Thrive, the skills you will need are:

• Strong communication, collaboration, prioritization, critical thinking, and influencing skills.
• The ability to articulate complex solutions simply and coherently, both in writing and verbally.
• A drive to deliver the highest level of customer service.

You bring:

• Experience with Salesforce.com.
• A proven track record in B2B Client Relationship Management.
• Knowledge of the Telecoms, Media & Technology industry.

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns.
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• Broader impact: take up to four days per year to volunteer, with charity match funding available too.
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning.
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• A flexible range of personal benefits to choose from, plus company funded private medical cover.
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more.
• Recognition for great work, with global awards and kudos programmes.
• As an international company, the chance to collaborate with teams around the world.