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Client Relationship Manager
2 months ago
Job Description
This Client Relationship Manager role will handle work directly with our Corporate end clients. It is an individual contributor role serving as an extension to the leadership team and reports directly to the VP, Client Services.
The role will be the escalation point next to the VP and will coordinate with other CRMs, Team Leads, and the traffic escalations team to exceed client expectations through:
- Flawless and consistent delivery
- Empathy for and understanding other roles, departments, and functions
- Solid judgment with a keen sense of urgency
- Fine balance of involvement and empowerment
RESPONSIBILITIES
- Act as the primary operations escalation point for all assigned client accounts, internally and externally.
- Partner with sales to grow the existing business and actively participate in client's growth strategy. Identify and support new business growth.
- Build a reputation with clients as a Research Subject Matter Expert and provide consultation accordingly. Champion project best practices (e.g. Start to end process, Survey review, Programming flow, Data review, Methodology, Working knowledge of client lists) with client teams, as a partner for research savvy groups or an extension of those groups for less research-experienced clients
- Manage and own outcomes of market research projects from commissioning to invoice. Exceed client expectations through flawless delivery, using good judgement on degree of involvement based on strategic/critical value
- Review medium to complex questionnaires to support research best practices and device agnostic design
- Make appropriate sampling methodology recommendations and guidance to achieve client objectives
- Lead high visibility/complex projects
- Lead client kick off calls where appropriate
- Coordinate internal resources for project support
- Provide guidance and troubleshoot project delivery challenges
- Foster collaboration via mutual trust and respect with clients, sales, professional services, and the delivery team to continuously improve results on project and account level
- Mentor junior staff members and assist in their growth and development
- Work closely with internal functional teams and coordinate closely on developing consistent processes for all managed accounts to ensure we provide the best possible service, tailored to specific customer needs.
- Take responsibility for the successful execution of all projects managed within their account(s)
- Help develop employees and provide world-class training for team members in a rapidly changing environment, including but not limited, to upholding client standards, questionnaire design, research methodologies, data quality, reporting and tools
- Work collaboratively with the product, panel, programming and technology teams to meet the company's larger goals while keeping in mind the primary goals for your department/function
- 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
- Account or Project Management experience is desired (5+ years)
- Experience in market research highly preferred (5+ years)
- Experience in a customer service environment desired (5+ years)
- Advanced degrees in relevant studies such as Sociology, Communication, Psychology, Market Research, or sufficient industry experience
- Fully Remote
- Medical benefits, 401K matching
- Generous paid time off
- Learning Management System available through the Intranet providing free access to nearly 500 online training modules and personal development programs
- Dynata offers their new colleague the opportunity to work in an open and global culture, where they welcome feedback and ideas from their colleagues. You will be working in a challenging and inspiring environment with talented colleagues from all over the world. We have great development opportunities for people who are driven to get results and are not afraid of responsibility.
Dynata is one of the world's leading single providers of first-party data contributed by people who opt-in to member-based panels that the company manages and maintains. With a reach that encompasses 60+ million people globally and an extensive library of individual profile attributes collected through surveys, Dynata is the cornerstone for precise, trustworthy quality data. The company has built innovative data services and solutions around this core asset to bring the voice of the individual to the entire marketing spectrum, from market research to marketing and advertising. Dynata serves nearly 6,000 market research agencies, media and advertising agencies, consulting & investment firms and healthcare and corporate customers in the Americas, Europe, and Asia-Pacific.
At Dynata, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. Dynata welcomes and encourages applications from people with disabilities. We are committed to an inclusive work culture for all our employees. Accommodations by request can be made for all aspects of the selection process.
Dynata is also an affirmative action employer OE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity
The base salary range for this position in is $65K-$85K/yr; however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. A discretionary incentive program may be provided as part of the compensation package, in addition to a full range of medical and other benefits, dependent on full-time employment status.
