Overview: Management Science Associates, Inc., (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. We are seeking an experienced Senior Client Relationship Manager to join the MSA Marketing Science Group (MSG) which has been offering data and insight solutions to the Consumer Package Goods industry since the early 1980s.
Oversee the work of Client Relationship Specialists, Associates; lead client thinking in areas of operational processes/improvements; lead assigned team in identifying new reports and ways of looking at the data to help the client gain business insights; lead client meetings to review and discuss reports; link insights from analysis to opportunities for improving business efficiencies and profitability; communicate insights or findings to clients in ways that make it easy for the client to recognize the value of the insight (ROI); generate actionable recommendations and partner with the client to think through the process of executing and implementing recommendations.
Develop and execute a strategy for an account; learn about how to handle sensitive issues and manage risks including ideas and prevention of risks and threats.
Engage in strategic conversations with clients; facilitate client’s ability to think strategically about their data, offer insights that add value to the client’s business, and advise clients on best practices or new ways of using the data to make operational and strategic improvements.
Monitor clients’ business needs and industry developments to build a high level expertise in improving efficiency and profitability.
Form, maintain, and enhance client business relationships with larger or multiple accounts including frequent and direct contact with mid-level to senior-level contacts.
Uses in-depth understanding of client’s business and company capabilities to increase revenue by identifying opportunities to grow and expand company’s presence in client’s operations; recognize and identify significant new developments within the client’s business or the industry that might present business opportunities for the company.
Recognize potential problems early and apply an established systematic problem-solving process to identify root causes, arrive at solutions, document and communicate solutions so that problems do not re-occur, and take action to prevent problems from affecting the relationship with the client.
Develop a plan to communicate the interdependencies of the group; exert good judgment in use of prioritization and allocation of organizational resources; motivate and empower staff and external resources to reach performance targets; responsible for performing Individual Development Plans and aligning cascaded goals to staff.
Participate in industry trade show events on behalf of clients.
Develop and deliver proposals and presentations suggesting expanded services and products tailored to the client’s business needs; identify opportunities for new product development.
Bachelor’s degree in Business Administration, Computer Science, Engineering, Marketing or related discipline, or equivalent experience. MBA or relevant Master's degree may substitute for up to two years of related experience
Minimum seven years of related experience managing client relationships and developing seasoned client interaction skills
Must have an established record of client satisfaction with deliverables and successful, sustained experience as a team leader and manager, with forming revenue-producing relationships with client contacts
Proactive and positive attitude with diplomacy; willingness to take responsibility; high degree of flexibility, motivation and drive
Must be able to implement strategies to meet the division’s client delivery goals and maintain relationships
Strong communication skills, both written and oral, including the ability to relate to clients across all phases of the client life-cycle
Must be able to work with team in a collaborative format and clearly communicate objectives in a team setting
Industry knowledge and technical experience to identify and implement process improvement
Understand/analyze multiple facets of moderate issues and make informed decisions quickly
Advanced M Office skills including MS Word, MS Excel, MS Access, MS PowerPoint, MS Explorer and MS Outlook calendar and email
In-depth knowledge of all divisional core products and services; expert of value-add offerings as well as awareness of company products and services
Demonstrated problem-solving skills and ability to handle issues
Must be able to communicate insights to clients in ways to make it easy for them to recognize value (ROI)
Ability to form and maintain client relationships
Ability to build new business and manage potential issues
Ability to be innovative and proactive in solving client problems and identifying process improvements
Must be able to communicate and measure strategic focus throughout division via cascaded goals
Demonstrate effective communication and marketing skills and ability to prepare and deliver formal presentations
Ability to understand and resolve moderate client issues while maintaining relationships
Ability to communicate with client teams regarding strategic direction and goals
Must be a self- starter, flexible and highly detailed oriented
Must be motivated and driven to succeed within the organization
Serve as effective bridge builder between client and team
Ability to perform multiple tasks in a deadline-driven environment
Ability to identify new developments within the clients business that might present business opportunities for the company
Ability to provide insights to clients regarding new business development
Ability to develop and manage client relationship staff
Ability to understand and resolve client issues with increasing complexity
Ability to provide recommendations for technical or product direction through research, client interaction and technology
Adherence to, and demonstration of, organization and division core values