Position Overview
The Senior Manager position will be a team leader for Client Engagement (CE) with both internal and client-facing responsibilities. This role will develop, lead, and execute a variety of client services including support case management, user training, client relationship management, determining client satisfaction of day-to-day MSIGHTS Platform operations and usage, and coordination with Technology for project development, management and implementation. A CE Senior manager will oversee various client accounts and manage teams to deliver on expectations. As part of the MSIGHTS’ Client Engagement team, this position requires a great capacity to take initiative, an ability to consistently deliver above expectation, a passion for continuous improvement, and a willingness to work hard and be rewarded.
Responsibilities
- Prepare and manage client project plans that will successfully deliver application features and marketing reports. This includes: coordinating project deliverables; establishing and maintain processes to manage client scope of work; identify and manage reporting or Platform issues; set quality and performance standards for the team; assess and manage risk over the project lifecycle.
- Create documentation of client requirements and pinpoint key client implementation deliverables.
- Help determine and communicate new or improved functionality discovered from application users and client stakeholders.
- Lead teams effectively to deliver great service and value for MSIGHTS Platform users.
- Develop and manage data collection processes that help ensure efficient internal operations while maintaining client-reporting quality. Areas included data collection, importing, standardization routines and client report QA.
Qualifications
- Must have knowledge/experience with marketing data, advertising agency experience is preferred.
- Must be a self-starter and willing to take the initiative to learn how our Platform is designed and used by our Clients. Must be able to think like a client system user. Key to this qualification is being able to translate client decision making needs into application features and decision-making reports, dashboards, and reporting criteria.
- Exceptional analytical and problem-solving skills, and experience applying these skills to resolve application design considerations and client business issues.
- Strong communications skills — both written and verbal — to lead internal teams and the ability to work well with varying levels of client-side management.
- Must be detail-oriented, committed to quality, and client-focused, all while being flexible and entrepreneurial in a fast-paced work environment. To be successful, this position requires someone wanting to take the initiative with macro direction.
- Must have a strong working knowledge of Microsoft Office, especially Excel and PowerPoint. Access a plus.
- Bachelors Degree or equivalent with a minimum of 5-8 years related experience.