About MIX- :

MIX is the leading global information provider in support of financial inclusion.- MIX identifies- information challenges that impede market development,- and- provides- the- data, analytics and insights that support actors- building- healthy markets.- MIX's platforms- cover thousands of mission-focused financial institutions, impact investor portfolios, agri-businesses, mobile money providers and other actors in 100+ developing markets across the globe, supported by staff in the United States, India, Peru, Senegal and Azerbaijan.- MIX- helps impact investors who move 10 billion USD annually to monitor their portfolios and increase their investments in- underserved sectors and geographies.- MIX is expanding to address- the- information needs in- sectors where financial services are enablers of broader development goals, including- smallholder agriculture finance, green energy finance and fintech.-

MIX's partners and clients- include the World Bank and- IFC, UNCDF,- Mastercard Foundation,- and leading impact investors working globally and in India.-

Summary:

MIX (Microfinance Information Exchange) seeks a dynamic, self-motivated client relationship associate to encourage and support use of MIX's online platform for data and analysis (www.themix.org/mixmarket) by paying clients such as investors and international agencies. He/she helps MIX to understand and serve the business needs of its clients, drives new business opportunities, and helps inform MIX's product strategy.

Responsibilities:

Client Support and Relationship Management - The Associate supports usage of MIX data and analytics products by responding to support queries and proactively encouraging online product usage; success is evaluated based on regular client usage and subscription renewal rates. This activity is estimated at 90% of the Associate's time.

- Serve as the primary contact person between MIX and its clients. Build and maintain strong relationships with multiple contacts within assigned clients. Achieve high levels of customer satisfaction and renewal.

- Support product usage by enterprise clients (organizations) and users (individuals).

- Respond to support requests by email and/or phone; coordinate with Product/Technology/Operations Teams as needed to diagnose and address problems.

- Coordinate with Product and Operations Teams to address customization requests from clients.

- Manage user access to online products (account login and payments).

- Monitor use of products (with Totango) and communicate trends and insights to MIX management and Product Team.

- Develop and implement outreach campaigns (both automated and custom) to proactively encourage product usage, including quarterly email newsletter.

- Manage onboarding of new clients including client communications, online account set-up and user training.

- Create, maintain, and use training materials (such as videos and FAQs).

- Use Salesforce to track support requests and client outreach. Manage the client renewal process in collaboration with the Sales and Finance Teams.

User Insight: The Associate helps MIX understand client usage of our products and gather client feedback and suggestions for product enhancements. This activity is estimated at 10% of the Associate's time.

- Gather quantitative and qualitative user feedback on MIX's products and product usage, in collaboration with the Product and Marketing Teams.

- Serve as the liaison to the MIX Gold Community client group. Lead quarterly Community phone calls and annual meeting (plan logistics, set agenda).

- Inform MIX's product development by communicating qualitative market trends to the Product Team. Use client knowledge and feedback to help MIX design and market existing and new services to MIX's clients and prospects.

Required Skills

- 3+ years in customer support for subscription products. Experience with an online/website product highly desirable.

- Experience with tools/techniques to proactively increase client usage of products.

- Demonstrated ability to build relationships with customers and retain them.

- Familiarity with CRM (customer relationship management) tools, such as Salesforce.

- Ability to communicate clearly and succinctly in writing.

- Familiarity with tools, such as Totango, to monitor and increase product usage.

- Native fluency in English.

- Strong work ethic, highly organized, and able to manage multiple projects concurrently in a fast-paced environment.

- Ability to collaborate virtually with coworkers, individually and in teams.

- Bachelor's degree in a relevant field such as Communications or Marketing.

Working Environment

The Associate is based at MIX's office in Gachibowli, Hyderabad. Working hours will overlap with the working day for MIX's clients in Europe and the U.S.; approximately 12 noon IST to 9 pm IST, with occasional requirements to work outside those hours. The Associate will collaborate regularly with MIX staff in Hyderabad and the U.S. Through employment with an India-based agency, MIX offers a competitive salary and benefits package including health insurance and leave (sick, vacation, and holidays).

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