FirstBank Jobs

Job Description This Client Relationship Manager role will handle work directly with our Corporate end clients. It is an individual contributor role serving as an extension to the leadership team and reports directly to the VP, Client Services. The role will be the escalation point next to the VP and will coordinate with other CRMs, Team Leads, and the traffic escalations team to exceed client expectations through: Flawless and consistent delivery Empathy for and understanding other roles, departments, and functions Solid judgment with a keen sense of urgency Fine balance of involvement and empowerment The ideal candidate would assist the VP in revenue forecasting strategies and execution through understanding our channel's product offerings and enhancing our team processes in fieldwork, research design, data processing, and strategic initiatives. RESPONSIBILITIES Act as the primary operations escalation point for all assigned client accounts, internally and externally. Partner with sales to grow the existing business and actively participate in client's growth strategy. Identify and support new business growth. Build a reputation with clients as a Research Subject Matter Expert and provide consultation accordingly. Champion project best practices (e.g. Start to end process, Survey review, Programming flow, Data review, Methodology, Working knowledge of client lists) with client teams, as a partner for research savvy groups or an extension of those groups for less research-experienced clients Manage and own outcomes of market research projects from commissioning to invoice. Exceed client expectations through flawless delivery, using good judgement on degree of involvement based on strategic/critical value Review medium to complex questionnaires to support research best practices and device agnostic design Make appropriate sampling methodology recommendations and guidance to achieve client objectives Lead high visibility/complex projects Lead client kick off calls where appropriate Coordinate internal resources for project support Provide guidance and troubleshoot project delivery challenges Foster collaboration via mutual trust and respect with clients, sales, professional services, and the delivery team to continuously improve results on project and account level Mentor junior staff members and assist in their growth and development Work closely with internal functional teams and coordinate closely on developing consistent processes for all managed accounts to ensure we provide the best possible service, tailored to specific customer needs. Take responsibility for the successful execution of all projects managed within their account(s) Help develop employees and provide world-class training for team members in a rapidly changing environment, including but not limited, to upholding client standards, questionnaire design, research methodologies, data quality, reporting and tools Work collaboratively with the product, panel, programming and technology teams to meet the company's larger goals while keeping in mind the primary goals for your department/function Improve transfer of knowledge within and across teams, including taking the lead in organizing knowledge transfer initiatives and training for the team and/or company EDUCATION AND EXPERIENCE Account or Project Management experience is desired(5+ years) Experience in market research highly preferred(5+ years) Experience in a customer service environment desired(5+ years) Advanced degrees in relevant studies such as Sociology, Communication, Psychology, Market Research, or sufficient industry experience BENEFITS: Fully Remote Medical benefits, 401K matching Generous paid time off Learning Management System available through the Intran