• North America
Dallas, TX
Client Service Manager, CEM

Toluna is a leading provider of real-time digital consumer insights, and empowers companies to brainstorm ideas, uncover new business opportunities and answer their questions in real-time. Toluna is transforming the way marketing decisions are made by bringing consumers and brands together via the world’s largest social voting community of 21 million members across 68 countries. This real-time access to consumers is coupled with its state-of-the-art, market research survey and analytics platform.

To complete our team and support our growth in North America, we are looking for a Client Service Manager in the Digital Integration Enterprise Services department. This position will report to the Director of Digital Integration Client Services.

Primary Responsibilities:

  • Responsible for the day-to-day operations of their assigned programs, including each of the individual components beginning from the proposal, design, reporting and program maintenance.
  • Responsible for each program and the details surrounding it and will ensure that standard Toluna program management processes and procedures are followed.
  • Proposed and requested initiatives will be designed by the Client Service Manager with input and approval from the Director of Digital Integration Client Service.
  • Help evaluate accounts from a strategic level and recognize opportunities through proactive attention and critical thinking. Recognized opportunities should be brought to the attention of the Account Manager, so they can be acted on promptly.
  • Responsible for setting and managing program timelines to ensure that each component, as well as the account as a whole, is producing acceptable profit levels and exceeding the client’s expectations.
  • Develop a relationship with clients and serve as a strategic consultant by learning about the clients’ business both from the client and through external research and team discussion. This person should understand how the information/results are used and by whom and develop multiple relationships on each of those levels so that the approach can be tailored effectively.
  • The Client Service Manager should be in-tune with the strategic corporate objectives of a firm so that programs can be proposed and designed in a consultative manner that is in-line with executive interests.

Requirements:

  • Bachelor’s degree and 1+ years of related experience ideally in a consulting or customer relations role, market research experience preferred
  • OR Associate Degree and 2+ years of related experience ideally in a consulting or customer relations role, market research experience preferred
  • Outstanding relationship building skills with the ability to collaborate with all types of groups across the company and clients from all industries
  • Desire to DELIGHT clients to maintain and grow business
  • Highly motivated, agile, self-directed, ability to work within tight deadlines
  • Creative with good business acumen and analytical skills
  • Understanding of program management objectives and techniques
  • Excellent written and verbal communication skills, client service oriented
  • Demonstrated team player who knows how to solve problems
  • Able to work overtime when necessary
  • Superior organization and time management skills
  • Highly proficient in Microsoft Office suite of products
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