Senior Manager, Client Experience

Job Title

Job Description

About The Position

The Senior Manager, Client Experience plays a unique and important hybrid role as both a results-oriented, experienced account manager and salesperson for sophisticated, mid-and-top tier named clients along with inbound and outbound sales. You will champion Bizrate Insights’ leadership in the e-commerce consumer insights and customer ratings spaces by driving Bizrate Insights’ value propositions and highest service delivery standards. 

This is a hybrid role that requires skills in account management with a passion for identifying new opportunities, pitching new business, upselling, cross-selling, and closing sales.

The Senior Manager, Client Experience will act as a strategic advisor for their book of business, servicing clients’ needs. This includes being the day-to-day contact, providing consultative analytics to upsell and cross-sell new solutions based on client needs.

In addition to servicing a book of clients, the Senior Manager, Client Experience is responsible for supporting inbound new business sales throughout the sales process including: prospecting, hunting, and subject matter expertise, leading to closed deals. This is a strategic client-facing role that may include managerial opportunities.

To accomplish this, you will have e-commerce expertise along with strong analytical and presentation skills and a passion for sales. You combine a great instinct for selling compelling products with a strong focus on users, clients, partners, and expansion. You are a consultative seller with the ability to listen to the client base and translate their needs into products that drive adoption and entrenchment while aligning with corporate needs.

This is an individual contributor role that may grow to include managerial responsibilities and requires close collaboration with other teams across the organization.

In-office Expectations: This position offers remote work flexibility; however, if you reside within a commutable distance to one of our offices in New York, Des Moines, Birmingham, Los Angeles, Chicago, or Seattle, the expectation is to work from the office three times per month.

About The Brand:

Bizrate Insights, a Dotdash Meredith company, is one of the largest sources of verified customer-

generated seller ratings and reviews, helping both retailers and consumers make informed decisions.

Bizrate Insights’ core solutions cover online visitors and buyers as well as retail store buyers, allowing

partners of all sizes to build best-in-class customer experiences, gain competitive intelligence, and

attract qualified traffic.

About The Positions  Contributions:

Accountabilities, Actions and Expected Measurable Results

Main Responsibilities:

• Build relationships with clients by acting as day-to-day contact for an assigned portfolio of top-tier accounts, including direct outreach.
• Train clients on Bizrate Insights’ tools and solutions to entrench our position and demonstrate our ongoing value to the client’s organization.
• Upsell relevant solutions to existing clients by making recommendations based on data findings then, encouraging them to purchase the additional services and solutions that meet their needs.
• Proactively identify opportunities and sell-in new products and services.
• Close new contracts and renew existing contracts.
• Drive product and feature adoption by providing consultative advice and usage/adoption recommendations.
• Retain assigned book of business by identifying and mitigating risks.
• Hunt, prospect, and close deals bringing in new logos.
• Act as a consultative salesperson, bringing new retailers to our network by selling-through our solutions and value proposition to leads.
• Attend conferences and trade shows as required.
• Support the collection of market intelligence through strong relationships with clients that lead to access to senior decision makers and their development roadmaps.
• Conduct QBRs including recommendations and feedback based on findings within client data and experiential findings.
• As the subject matter expert, provide support across the organization when speaking to the
• Bizrate Insights solutions to internal and external constituents, including training and support the development of junior team members.
• Collaborate with departments across the organization to inform the product and marketing roadmaps based on client feedback, needs, and market intelligence.
• Support and manage team members as needed.
• Meet or exceed established quarterly goals.

The Role’s Minimum Qualifications and Job Requirements

Education:

Bachelor’s degree or equivalent professional experience.

Experience:

• 6+ years of relevant experience in account management, client development, sales, or similar client-facing services, most recently working with top-tier clients; retail experience is a plus.
• A demonstrated consultative sales approach in account management and upselling/cross-selling as well as inside and outside sales; SaaS experience is a plus.
• A proven history of working through the entire sales process, from prospecting to closing new deals.
• A track record of successfully selling new solutions – you are both a hunter and nurturer. 
• Comfort with qualitative and quantitative data, including a basic working knowledge of statistics (average, mean, median, standard deviation, etc.) to identify findings and create compelling data-based presentations and Quarterly Business Reviews (QBRs).
• Excellent written and oral communication, including the ability to clearly communicate value proposition and findings with comfort speaking to C-Level executives.
• Deadline-oriented mindset that embraces the production of high-quality work in a fast-paced, ever-changing environment while being mindful of deadlines and attention to detail. 
• Self-started who takes the lead in identifying and resolving issues.
• Knowledge and interest in e-commerce, specifically retail, is required; retail experience is a plus. 
• Strong Microsoft Office or GSuite skills and CRM skills required; Salesforce experience is a plus.

It is the policy of Dotdash Meredith to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities. Accommodation requests can be made by emailing ddm.hr@dotdashmdp.com.

The Company participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees

Pay Range

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Dotdash Meredith’s total compensation package for employees. Other compensation may include annual bonuses, and short- and long-term incentives. In addition, Dotdash Meredith provides to employees (and their eligible family members) a variety of benefits, including medical, dental, vision, prescription drug coverage, unlimited paid time off (PTO), adoption or surrogate assistance, donation matching, tuition reimbursement, basic life insurance, basic accidental death & dismemberment, supplemental life insurance, supplemental accident insurance, commuter benefits, short term and long term disability, health savings and flexible spending accounts, family care benefits, a generous 401K savings plan with a company match program, 10-12 paid holidays annually, and generous paid parental leave (birthing and non-birthing parents), all of which may vary depending on the specific nature of your employment with Dotdash Meredith and your work location. We also offer voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life and disability insurance.