Manager, Client Services

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 Path’s mission is: To know. To Share. To be our Partners’ competitive advantage. And our company culture reflects the importance of our people’s 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 client’s 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 client’s business strategy and needs cross-functionally within Merkle Cardinal Path.

• Supports the creation and execution of a yearly and/or quarterly sales plan and is accountable for driving actions and outcomes to grow client’s 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 long-term relationships with clients.

• Optimizes the drivers of account-based revenue including team, technology, spend and programs, to achieve predictability, cost-efficiency, and scale. This will include the development and monitoring of key historical business metrics, as well as quarterly and annual account-based 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 execution that drives toward client’s business objectives and key metrics.

• Works with cross-functional 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 best-practice 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 MCP’s 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 team-based environment to accomplish organizational goals and to identify and resolve problems.

• Travels on an as-needed 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 long-term.

• Promotes the mission and values of the organization both internally and externally.

Qualifications

• 4-6 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 problem-solving 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 cutting-edge 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 $62,250-$108,750 CAD. Actual salary within the salary range will be based on a variety of factors including relevant experience, knowledge, and skills. A range of medical, dental, RRSP, paid time off, and/or other benefits also are available to all permanent employees.

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