The Client Relationship Manager is responsible for creating strong client partnerships and acting as the primary escalation point for an account or set of accounts. The Client Relationship Manager will directly manage the day-to-day operations of their projects and will mentor and support others who are managing projects for their accounts. They will have direct contact with clients throughout the execution of their projects and will act as an extension of the client’s team. Major responsibilities include questionnaire review and design consultation, managing fieldwork/data collection, reviewing/providing deliverables, mentoring PMs, and acting as the first point of escalation for client/project questions and concerns.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Act at 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).
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
REQUIRED SKILLS & QUALIFICATIONS
Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
Knowledge of SPSS, Decipher, Confirmit, CMIX or MarketSight a plus.
Proven track record in market research context
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.
The base salary range for this position in is $60K-$84K/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.
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