Sr Manager Client Services

Position Summary

The Senior Manager Client Services is responsible for providing key support to the planning, management, and oversight of events and other special projects. Responsible for successfully developing and increasing program event volume, providing leadership in the day-to-day activities of the account managers while collaborating effectively to deliver on mutual client and customer objectives. Results will be obtained through effective planning, influence building, and use of resources.

Essential Job Duties and Responsibilities

Job Duty

Protecting Accounts

• Gather and monitor account intelligence, and document client plans and forecast using the appropriate templates
• Cultivate and develop trusted advisor status with the client, and protect and expand client relationships
• Manage deployment readiness and resource alignment by ensuring accurate understanding of mutually agreed client deliverables (e.g., terms and conditions, service-level agreements) and ensuring knowledge is dispersed amongst personnel engaged in post-sale activity (e.g., operations, field execution)

Creates and Closes Opportunities

• Target prospects/opportunities, conduct interest building calls when applicable, and gain client interest
• Clearly identify client expectations and use the knowledge of alternatives to reach mutually agreed deliverables (especially regarding compliance and consumer engagement deliverables); effectively ensure that these deliverables are communicated to and measured by the Client Services team
• Qualify opportunities, support the development winning proposals, and build business justification cases to increase client revenue and profit

Maintaining Accounts

• Prepare standard and ad hoc reports on client status and craft agreements and formal documents in securing new business
• Troubleshoot and monitor operational issues
• Successfully present reports (i.e. weekly, monthly, and quarterly reviews) to all necessary stakeholders to review and improve business impact

Coaching for Sales Results

• Observe direct report behavior to identify strengths, weaknesses, and opportunities for improvement
• Balance corrective with positive feedback to ensure optimum guidance and performance improvement
• Leverage motivation as a key enabler of client performance
• Demonstrate and mentor expected service behaviors

Supervisory Responsibilities

Direct Reports

- Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

Indirect Reports

- May delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel and/or Driving Requirements

- Travel and Driving are not essential duties or functions of this job 

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level: (Required)      Bachelor's Degree           or equivalent experience

      (Preferred)    Master's Degree  or equivalent experience                     

Field of Study/Area of Experience: Management or Marketing

- 5+ years of experience in sales or sales support role

Skills, Knowledge and Abilities

• Creative self-starter with organization, analysis, and problem-solving skills
• Ability to present to large and small groups in a variety of settings
• Able to collaborate effectively to deliver on mutual client and customer objectives
• Advanced level influencing skills – ability to manage internal and external boundaries, set expectations, and build alignment at varying management levels/client interface
• Advanced level insight skills – ability to identify and develop robust data on internal and external operations (especially regarding customer expectations and alternatives) and transform that data into decisions that balance risk with reward
• Expert level execution skills - ability to coordinate mutually agreed expectations of what is promised to the customer into measurable business results
• Expert level credibility skills – ability to use personal effectiveness to link relationships, processes, and business methodologies with revenue-producing activities
• Strong strategic thinking and process development skills
• Strong organizational and problem-solving skills
• Excellent communication skills, both written and verbal
• Must be able to effectively handle multiple tasks and projects simultaneously
• Team player with a positive attitude
• Ability to manage and develop direct and indirect reports
• Flexible and adaptable to change
• Integrated Marketing Services' proprietary software, PTS, as well as proprietary Client software, and intermediate or advanced Microsoft Office programs (to generate work requests, coordinate cross-functional tasks, and complete associated duties)

Environmental & Physical Requirements

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift to 10 pounds.

Additional Information Regarding ASM Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or another manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign, or transfer job position or assign additional job responsibilities, subject to applicable law.  ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.