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Client Relationship Manager

3 months ago

Westport, United States Dynata Full time
The Client Relationship Manager (CRM) is responsible for identifying, developing and spearheading implementation of key research and client-service strategies across key territory Customers. Determination of the specific initiatives / areas of focus will be a collective effort between territory leadership and CRM with priority given to research techniques, processes, products, and general service strategies which lead to additional revenue streams, improved Customer experience, efficiency gains, and/or Global alignment. The CRM will directly support client strategy and service across the territory through growth-fostering activity including, but not limited to crafting and helping to implement service-level best practices, perspective development, research initiatives, and solution development. The Client Relationship Manager will support implementation of these solutions for clients and in some cases, have direct contact with clients throughout the execution of significant projects or during key phases of critical projects and will act as an extension of the client's primary project team.

RESPONSIBILITIES

Knowledge Development and Contributions

  • Demonstrate a strong understanding of our business offering, business strategy and vision, as well as the challenges of customers and internal stakeholders. Uses this foundation to drive progress for the territory in 3 ways:
  • Identify where improvements to current research techniques, processes, products, and general service strategies would help drive additional revenue streams, improved Customer experience, efficiency gains, and/or Global alignment. Work with territory leadership to align on priorities. Initiatives may be completely new or the result of scaling existing team solutions and/or other Dynata territory.
  • Develop action plans, time / financial investment requirements, and payoff for targeted initiatives.
  • Spearhead internal conversations, information gathering, thought leadership, trainings, internal support and client-friendly documentation and/or other tasks required as part of successful initiative execution. May be done solo and/or as leading part of a larger committee focused on task.


Training and Mentorship
  • Setting the tone for other CRMs in the territory, cultivating a talent pipeline and scaling our services to increase efficiency and expertise across the territory
  • Mentor CRMs and Sr. PMs to exceed client expectations through flawless delivery, using good judgement on degree of involvement based on strategic/critical value
  • Improve transfer of knowledge within and across teams, including taking the lead in organizing knowledge transfer initiatives and training for the team and/or company
  • Provide world-class research/methodology training/consultation, equipping the wider trainers (TLs, CRMs) to equip team members to deliver in a rapidly changing environment, including but not limited, to upholding client standards, questionnaire design, research methodologies, data quality, reporting and tools


Global Alignment
  • Champion project best practices (e.g. Survey review, Programming flow, Data review, Methodology, Working knowledge of client lists) with global project teams
  • Help lead global alignment, strategy, and coordination across targeted key accounts.


Client Support
  • While most of the CRMs time will be dedicated Internally, there will also be times where the CRM will interact directly with key clients at the strategy and/or SME level. Direct involvement with clients on project-level engagements will be minimal.
  • Act as an operations consultant for territory accounts as needed beyond primary account team.


Education and Experience:
  • 6+ years of experience of related work experience
Specialized Skills:
  • Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
  • Knowledge of SPSS, Decipher, ConfirmIt, CMix, or Marketsight a plus.


At Dynata, we are dedicated to attracting, retaining and developing our people regardless of ethnicity, gender, identity, disability and age. We actively encourage applications from people of all backgrounds to join our innovative and high-performing team where individual differences are respected and celebrated.

Dynata is an equal employment and affirmative action employer OE/ Minority/ Female/ Veteran/ Disabled/ Sexual Orientation/ Gender Identity.