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Sr. Manager / Associate Director, Client Services

Company: The Collage Group
Location: Bethesda
Posted on: May 16, 2022

Job Description:

Job Description About the RoleThis is a unique opportunity to join the Collage Group, a high-growth early-stage company in the Washington D.C. metro area, as a senior member of the Client Services Team. We are an innovative company looking for highly-qualified and highly-motivated individuals who want to work on the hardest and most interesting business challenges facing senior executives and who can help shape our company's future. To attract top talent, we offer competitive compensation packages tied to performance and growth, as well as a range of employee benefits. Our CompanyCollage Group is a member-based consumer research and strategic advisory company. Our mission is to help organizations unleash the power of culture to drive brand growth at a time when America is undergoing a seismic cultural transformation. Collage Group empowers organizations to better serve and engage the fastest growing, most influential consumers through insights, market intelligence, and strategy. Currently supporting over 200 leading brands across 16 different industries, we help members understand and win in today's consumer marketplace. As the company is poised for growth and further innovation, we seek a Sr. Manager and/or Associate Director to join the team.Position OverviewClient Services is responsible for end-to-end ownership and account management of Collage Group member companies. Sr. Client Services Managers and Associate Directors are responsible for onboarding, servicing, renewing up and cross-selling clients. This position sits at the center of Collage's efforts to design and implement customized plans for each member company which fully leverage the strategic and analytical capabilities of the Collage team and the vast power of the network of industry leaders and ultimately deliver membership renewal. As such, individuals in the role will have a direct voice helping the Collage Group leadership team to refine and innovate its servicing, delivery, and renewal processes and overall company growth strategy. Responsibilities Include:

  • Delivering Member Value for Pool of up to 25 members via:
    • Interacting directly with members to foster deep relationships and knowledge of their business priorities, core and growth customer segments to serve each individually
    • Developing and aligning the member to their Member Value Plan (MVP) which should leverage the full set of Collage Group capabilities
    • Delivering insight to members through written and oral communications in one-on-one and multi-client settings
    • Driving strong member retention through gaining a deep understanding of client priorities and servicing against them leveraging Collage's syndicated data, insights, tools and custom capabilities
    • Driving upsell through building deep relationships and trust and having keen intuition in unearthing the opportunity to up and cross-sell additional memberships and/or custom projects (i.e., research, strategy, data analytic)
    • Member Health tracking and development of strategies to ensure renewal
    • Working closely with Client Services Director(s) to inform/influence Renewal and Upsell Goals and strategy
    • Identifying patterns among member needs to influence the syndicated research, editorial calendar and the direction of innovations and investments in the product and service set
    • Identifying peer-to-peer opportunities for membersQualifications
      • Suggested minimum of 3+ years related work experience in account management, member services, customer success, marketing-focused and/or ad agency account planning function
      • Exceptional ability to immediately establish one's credibility with members
      • Ability to diagnose prospect/member needs and identify relevant resources
      • Strong commercial outlook and client service ethic
      • Strong interpersonal and communication skills that demonstrate a proven ability to develop relationships with a range of internal and external constituencies
      • Willingness to work outside the strict job description parameters, thinking creatively about how to provide the highest level of client/member service,
      • Strategic thinker. Able to contribute their own ideas while working in a team environment.
      • Excellent relationship builder. Ability to influence others while maintaining strong relationships with those internally and externally
      • Ability to successfully manage multiple clients simultaneously
      • Must be able to take initiative, follow-up and drive actions in order to meet challenging deadlines
      • Outstanding organizational and documentation skills
      • Complete fluency in verbal communication both in person and over the phone
      • Close attention to detail and commitment to flawless execution
      • Entrepreneurial attitude and comfort with taking on multiple roles, sometimes outside of comfort zone
      • Outstanding record of academic achievement; BA or BS degree required; Masters degree is a plusLOCATIONThis position is based at our offices in Bethesda, MD (close to the Metro) with up to 15% travel required (Post COVID-19). Applicants must reside in, or be willing to relocate to, the Washington DC metro area.

Keywords: The Collage Group, Bethesda , Sr. Manager / Associate Director, Client Services, Executive , Bethesda, Maryland

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