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Position: RA1882
Title: Senior Director of Client Services
Salary: OPEN
Location: NY - New York
Description:

Modern-day research firm using online communities and SaaS-based software to help companies and brands understand customers to drive sales and satisfaction is looking for a Senior Director of Client Services to lead the Client Services team based in NYC. As the Senior Director of Client Services, you will be responsible for leading and managing a cross-functional team. Responsibilities include supporting and managing all client success activities, tracking metrics, strategizing and measuring health of accounts, while leading, mentoring and developing a successful team. The role will manage a team of 7 to 9 employees. You must have previous market research experience, understanding of different research methodologies and have been in a previous account management/client services leadership role.

Responsibilities:
  • Primary responsibility will be to develop and lead the Client Services team while fostering a collaborative environment to meet quarterly and yearly client retention and revenue growth targets
  • Oversee the hiring, onboarding, training, work assignments, performance management, career development, coaching and mentoring of a cross-functional team
  • Oversee internal education and training program for Client Services to ensure the team are subject matter experts in their respective roles
  • Effectively implement company processes to enhance the client experience by ensuring Client Services team builds successful relationships with clients, are meeting client expectations, anticipating client needs and providing solutions
  • Support Client Services in developing and executing strategies to manage client retention, and exceed upsell and cross sell targets
  • Partner with executive team to define key metrics and objectives to measure team effectiveness, client health and satisfaction, client retention, and revenue growth
  • Spearhead internal meetings and communication to ensure team is aware of and in alignment with company objectives and goals
  • Collaborate with other departments within the organization such as Sales, Marketing and Product to best support existing clients, and ensure services and solutions are being developed, applied and executed in accordance with the company’s goals
  • Manage and oversee the departmental operating budget

Requirements:
  • 5+ years of progressive leadership experience within enterprise software and/or market research environment
  • Bachelor’s degree required, MBA is a plus.
  • Organizational, interpersonal, and communications skills and the ability to manage shifting priorities
  • Proven ability to interact at and communicate to all levels of an organization.
  • Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers
  • Deep knowledge of enterprise software customer lifecycle management processes
  • Able to identify and measure both quantitative and qualitative signals of client satisfaction and team health
  • Strong leadership skills, able to effectively mentor, develop and lead a team

    

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