Director / Vice President, Client Relations

Key Responsibilities:

Strategic Client Relationship Management:

• Client Engagement & Retention:
  • Build and nurture strategic, long-term relationships with key clients to ensure their satisfaction and retention. Act as the lead point of contact for client needs, proactively identifying opportunities to strengthen relationships and grow accounts.
  • Serve as the senior liaison between the CEO, executives, and clients to ensure alignment on business objectives, deliverables, and performance expectations.
• Escalation & Issue Resolution:
  • Take ownership of all client-related issues, providing timely and effective resolution and ensuring that all concerns are addressed promptly. Manage complex client relationships with a focus on satisfaction and long-term success.

Business Growth & Development:

• Cross-Selling & Upselling:
  • Drive business growth by identifying new opportunities within existing accounts. Lead efforts to cross-sell and upsell services that align with client needs and objectives, expanding revenue streams and deepening client partnerships.
• Strategic Account Planning:
  • Lead the development of tailored strategies for each key account, focusing on delivering long-term value, enhancing operational efficiencies, and positioning the company as a trusted partner in the client’s growth.

Leadership & Team Management:

• Team Leadership & Development:
  • Lead and manage the global Client Relations team, ensuring the team is aligned with company objectives and focused on delivering exceptional client service. Foster a high-performance culture through coaching, mentoring, and professional development of staff.
• Collaboration Across Functions:
  • Work cross-functionally with teams across the organization (e.g., research, marketing, operations) to ensure seamless project execution and high-quality client deliverables.

Project & Operational Oversight:

• Client Project Management:
  • Oversee day-to-day management of client accounts, ensuring the efficient execution of projects. Work closely with the project team to interpret client needs, develop recommendations, and present findings that exceed expectations.
• Proposal & Research Instrument Development:
  • Lead the creation of client proposals based on research briefs and ensure that effective research instruments (e.g., questionnaires) are designed to meet project objectives.

Strategic Insight & Reporting:

• Performance Monitoring:
  • Monitor the performance of client relationships and the overall client services function. Provide regular feedback to the executive team on the progress of client goals, KPIs, and project deliverables.
• Market Research Expertise:
  • Bring deep market research knowledge to the table, helping clients interpret data and use insights to drive decision-making. Lead the creation of actionable recommendations based on research findings.

Risk Management & Problem-Solving:

Risk Assessment & Mitigation:

• Collaborate with leadership on assessing and mitigating risks related to new initiatives and business decisions, ensuring that clients’ expectations are managed and business risks are minimized.

Problem-Solving:

• Take a proactive approach to identifying challenges within the client relationship or project lifecycle and devise practical, effective solutions to resolve issues.

Skills & Qualifications:

Experience:

• 10+ years of experience in Client Relations or a related field, with a proven track record of managing key accounts, driving business growth, and leading cross-functional teams.
• Previous experience in a senior leadership role within market research, consulting, or a service-oriented industry is highly preferred.

Leadership & Management Skills:

• Demonstrated ability to lead and develop a high-performing, globally distributed team. Experience in building a collaborative culture and ensuring alignment across diverse teams and departments.
• Strong leadership skills with the ability to manage both strategic and tactical aspects of client relations, balancing business development with exceptional service delivery.

Client Relationship Building:

• Proven ability to build strong, lasting relationships with senior-level client stakeholders, ensuring their needs are met and exceeded.

Strategic & Analytical Thinking:

• Strong strategic mindset with the ability to analyze complex business situations and propose creative solutions to challenges.
• Excellent problem-solving skills, with the ability to anticipate client needs and proactively address issues.

Communication & Presentation:

• Exceptional written and verbal communication skills, with the ability to deliver compelling presentations to executive teams and clients.
• Strong interpersonal skills and the ability to influence and engage stakeholders at all levels.

Business Development & Market Knowledge:

• Proven experience in developing business opportunities within existing accounts and identifying areas for expansion.
• Deep understanding of market research methodologies, data analysis, and the ability to convert insights into actionable business strategies.

What We Offer:

Strategic Influence:

• The opportunity to shape the future of Client Relations at a rapidly growing company and directly impact the growth and success of key client accounts.

Exposure Across Teams:

• Extensive interaction with senior leadership, as well as cross-functional teams, providing you with a holistic view of the business and the chance to collaborate on high-impact initiatives.

Competitive Compensation:

• A competitive salary and benefits package, including employer-paid healthcare and a flexible work environment designed to promote work-life balance.

Career Growth:

• Opportunities for professional development and advancement as the company continues to grow. This is a leadership role with the potential for significant impact on the organization’s success.

High-Impact Role:

• The ability to make a tangible impact on the company’s future by leading client relationships, shaping strategic initiatives, and contributing to the growth of the organization.