Key responsibilities and deliverables/OKRs:

• Delivers excellent customer service on a day-to-day basis
• Maintains an up to date understanding of each client’s insight program, including deliverable cadence, specifications and evolving requirements/potential needs through own research and regular stakeholder communication
• Partner proactively with clients through understanding their challenges, goals and business, using best practice to advise on program objectives.  Look for opportunities to discuss approaches/tools that would complement the work
• Maintain regular communication with clients and provide needed education
• Responsible for answering relevant questions/queries related to the client program, and proactively contacting the client in between service reviews
• Provide client training for new clients within the set-up period, as well as additional sessions required by the client
• Leads customer presentations to present findings and recommendations on reporting
• Ensures all requests and needs are addressed in a timely and satisfactory manner in collaboration with the delivery organization and commercial teams
• Main POC with the Rapid Intelligence/Media Intelligence and other internal organizations to communicate customer preferences, requests, platform modifications and deliverable evolution or improvements
• Translates customer needs into clear instruction for delivery and coordinates with customer on additional clarification required by delivery to execute
• Coordinates on turnaround timing with delivery organization and manages customer expectations
• Supports commercial and thought leadership efforts in-sector
• Support the expansion and revenue growth of the overall Insights Consulting division via the retention / upsell of current client services or supporting the onboarding of new clients and opportunities
• Hold regular meetings with relationship managers across your accounts to review and identify upsell opportunities within your portfolio of clients.  Proactively notify the relationship management team eg. project work, adding content, changing scope of media brief
• Maintain internal documentation regarding information and updates concerning the account, including SWOT, key contact information, deliverables, etc.
• Contributes to the creation of sales toolkits comprised of trend studies, case studies, sector expert profiles, and named conferences and events organized by sector to drive leads

What you will get

• Career progression opportunities
• Dental and healthcare plan
• Employee Assistance Programme (EAP)
• Cision Extras – retail discounts
• Learning Portal