Offer summary

Qualifications:

Bachelor's degree in a relevant field or equivalent experience., Strong client relationship management skills with a focus on customer satisfaction., Excellent written and verbal communication abilities., Familiarity with financial services industry trends and compensation data..

Key responsibilities:

Serve as the primary point of contact for clients, managing relationships and understanding their needs.

Lead survey participation efforts and provide training and support to clients.

Drive revenue growth through proactive sales initiatives and upselling opportunities.

Monitor client success metrics and collaborate with internal teams to enhance service delivery.

Job description

As a Senior Associate, you will be the primary point of contact for your clients, building strong relationships and understanding their compensation and benefits data needs. You’ll guide them through the full lifecycle of our survey and data offerings, from participation through ordering, ensuring a seamless, value-driven experience. You'll identify opportunities to grow existing relationships, collaborating with internal teams to deliver tailored solutions. You’ll also monitor client success metrics, share insights with product and research teams, and stay up to date on financial services industry trends to provide timely, relevant guidance. Your work will be essential to strengthening client partnerships and driving WTW’s growth in the financial services sector.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

Survey Participation Management

Driving Survey Participation; Lead and monitor continuous survey participation efforts for all WTW compensation surveys, including regular outreach via email and phone throughout the year
Execute multiple participation solicitation campaigns per week during peak participation cycle.
Provide support for general participation questions, including access to survey materials participant lists, job matching, and portal login assistance.
Provide consistent and timely support to clients with platform training and tutorials to help them navigate the participation process.
Collaborate with the financial services industry team to align on participation strategies, ensuring high retention rates and successful completion of surveys across client accounts.

Revenue Growth and Strategic Account Management

Lead proactive sales initiatives through targeted campaigns and personalized outreach to ensure consistent achievement of revenue targets.
Identify and drive opportunities to enrich client relationships and expand our footrprint through upselling and cross-selling, focusing on multi-year agreements, renewals, and additional product offerings (e.g., compensation software, market practice reports).
Manage and nurture long-term client relationships to foster repeat business, ensuring high renewal rates/ customer retention.
Collaborate with the financial services industry team to align on regional industry and key account strategies, ensuring revenue growth within client accounts.

Client Success & Techical Support

Assist with compensation software access and navigation, including troubleshooting login issues, resetting passwords, and resolving account lockouts
Conduct trainings of key platforms such as the Participation Portal, Compensation Software, and navigating our online RDI store
Provide support on downloading surveys and directing clients to the right resources for accessing compensation data, position descriptions, leveling information, and pay structures
Assist with high-level job matching by researching potential positions based on client specifications and forwarding suggestions to the Product Leader for validation.
Escalate technical issues to the Software Support/Service Desk when necessary, ensuring issues such as system downtime, errors, or access issues are addressed promptly.

Customer Relationship Management

Maintain and update client and contact records to ensure data accuracy, completeness, and consistency within the CRM system.
Monitor and manage data quality by identifying and resolving duplicates, incomplete records, and outdated information.
Perform regular audits and data hygiene initiatives to ensure CRM integrity and usability.

Key Metrics