Manager Client Services
Manager Client Services
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Job Description
Job Description:
Cardinal Path part of Dentsu is a leading digital analytics and digital marketing firm focused on delivering insight understanding and outcomes that create a competitive advantage for our clients. We engage at the strategic business and technical levels to generate tangible and quantifiable value for our partners. Cardinal Paths mission is: To know. To Share. To be our Partners competitive advantage. And our company culture reflects the importance of our peoples expertise wellness and happiness in everything we do.
The Manager of Client Services will provide strategic oversight and revenue growth on a book of client businesses. The optimal candidate will have an expertise in client services in a digital agency setting and will apply this to defining planning and executing against a clients objectives and achieving account growth. A successful Manager must be an effective communicator and possess the ability to achieve targets and goals. They must be comfortable mining for new sales revenue opportunities with existing clients and develop a strategic account plan for bringing those opportunities to fruition. They must possess excellent active listening skills to understand client needs and translate those needs to business opportunities.
Duties & Responsibilities
- Owns client relationships with existing clients and stakeholders responsible for overall client satisfaction
Sets the strategic tone direction and supervision for Merkle Cardinal Path clients. This includes overseeing client needs staffing strategy quality of work and budgeting; clearly identifying and communicating clients business strategy and needs crossfunctionally within Merkle Cardinal Path.
Supports the creation and of a yearly and/or quarterly sales plan and is accountable for driving actions and outcomes to grow clients business.
Develops a revenue for clients through incremental and new opportunities rooted in a deep understanding of Merkle Cardinal Path and broader Merkle products and services coupled with research of clients business.
Accountable for total growth of clients including renewals and net new business on existing client accounts.
Leads strategic conversations to establish longterm relationships with clients.
Optimizes the drivers of accountbased revenue including team technology spend and programs to achieve predictability costefficiency and scale. This will include the development and monitoring of key historical business metrics as well as quarterly and annual accountbased forecasts that will both be used to manage the client engagements.
Ensures and oversees that excellent relationships are maintained and enhanced with appropriate staff at client organizations to achieve continually high levels of customer satisfaction.
Supports and mentors the wider Client Services team to ensure quality that drives toward clients business objectives and key metrics.
Works with crossfunctional Merkle Cardinal Path teams to execute account plans meet plan deadlines customer expectations and program milestones.
Drives growth for Merkle Cardinal Path within Merkle and denstu by partnering with said partners and identifying organic business opportunities for all parties.
Build bestpractice processes and systems to scale up the account teams enable them to better serve client needs and increase opportunities for account growth.
Enhances staff accomplishments and competence by planning delivery of solutions; answers technical and procedural questions for less experienced team members; teaches improved processes; mentors other team members.
Works closely with the Client Services team as well as Director level Client Services team members to align with MCPs performance and organic growth objectives as well as reporting against targets.
Actively participates and develops new and existing accounts generates sales quotes and handles customer inquiries to help service customers and grow business.
Oversee client communications and negotiations provide senior level client management support and nurture client relationships.
Leads and resolves complex client problems or disputes in a professional manner.
Grows existing accounts and assists in the development of sales opportunities.
Works effectively with others in a teambased environment to accomplish organizational goals and to identify and resolve problems.
Travels on an asneeded basis to grow client relationships travel will fluctuate with activity and opportunity and at times the requirement will be greater
Contributes to new business RFPs and pitch proposals.
Sells new service offerings with the goal of creating recurring revenue accounts and identifying new growth opportunities for the longterm.
Promotes the mission and values of the organization both internally and externally.
Qualifications
46 years prior experience in customer facing roles.
Proven experience in a leadership sales role identifying nurturing and closing sales deals.
Outstanding client services skills including relationship building managing cross team and agency relationships strategic planning account planning & forecasting
Excellent communication skills and the ability to anticipate the needs of customers.
Must demonstrate strong analytical and strategic thinking skills.
Possess strong problemsolving skills and the ability to make sound judgment calls.
Superior organizational and time management skills.
Knowledge of customer service programs and databases or the ability to learn new software quickly.
Innovative creative thinking skills to ensure the organization is providing a cuttingedge client experience.
Proven experience working with $1MM accounts; including case studies highlighting the growth of accounts that you have managed.
Experience managing profitable budgets meeting deadlines and managing teams.
Experience working with international client accounts is a plus.
Excellent verbal written and communication skills with experience creating clear concise professional documents and presentations.
Excellent storyteller.
The salary range for this position is$62250$108750 CAD. Actual salary within thesalary range will be based on avariety of factors including relevantexperience knowledge and skills.A range of medical dental RRSPpaid time off and/or other benefitsalso are available to all permanentemployees.
We know through experience that different ideas perspectives and backgrounds foster a stronger and more creative work environment that delivers better business results. We strive to create workplaces that reflect the clients we serve and where everyone feels empowered to bring their full authentic selves to work. We are committed to working with our candidates from all ability levels throughout the recruitment process to ensure that they have what they need to be at their best. If you need accommodation during the application or interview process please contact or to begin a conversation about your individual accessibility needs throughout the hiring process.
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Location:
TorontoBrand:
Cardinal PathTime Type:
Full timeContract Type:
PermanentRequired Experience:
Manager
Employment Type
Full-Time
