Manager, Client Services

Overview

Job Description:

Manager, Client Services – Cardinal Path (Canada)

Must be located in Canada. Role is fully remote

“Proactive pursuit of growth through strategic, value-driven client relationships.”

Role

Purpose:

The purpose of this role is to own and be accountable for the day-to-day client relationship and all elements of the account including, implementation of the strategic vision for the client, delivery against setting and achieving the annual financial targets, while building a trusted relationship with multiple key client and cross agency stakeholders.

Role

Summary:

The Manager of Client Services will provide strategic oversight and revenue growth on a book of client businesses. The optimal candidate will have an expertise in client services in a digital agency setting and will apply this to defining, planning, and executing against a client’s objectives and achieving account growth. A successful Manager must be an effective communicator and possess the ability to achieve targets and goals.

They must be comfortable mining for new sales revenue opportunities with existing clients and develop a strategic account plan for bringing those opportunities to fruition. They must possess excellent active listening skills to understand client needs and translate those needs to business opportunities.

• Owns client relationships with existing clients and stakeholders, responsible for overall client satisfaction
• Sets the strategic tone, direction and supervision for Merkle Cardinal Path clients. This includes overseeing client needs, staffing, strategy, quality of work, and budgeting; clearly identifying and communicating client’s business strategy and needs cross-functionally within Merkle Cardinal Path.
• Supports the creation and execution of a yearly and/or quarterly sales plan and is accountable for driving actions and outcomes to grow client’s business.
• Develops a revenue for clients through incremental and new opportunities rooted in a deep understanding of Merkle Cardinal Path and broader Merkle products and services coupled with research of clients’ business.
• Accountable for total growth of clients including renewals and net new business on existing client accounts.
• Leads strategic conversations to establish long-term relationships with clients.
• Optimizes the drivers of account-based revenue including team, technology, spend and programs, to achieve predictability, cost-efficiency, and scale. This will include the development and monitoring of key historical business metrics, as well as quarterly and annual account-based forecasts that will both be used to manage the client engagements.
• Ensures and oversees that excellent relationships are maintained and enhanced with appropriate staff at client organizations to achieve continually high levels of customer satisfaction.
• Supports and mentors the wider Client Services team to ensure quality execution that drives toward client’s business objectives and key metrics.
• Works with cross-functional Merkle Cardinal Path teams to execute account plans, meet plan deadlines, customer expectations, and program milestones.
• Drives growth for Merkle Cardinal Path within Merkle and dentsu by partnering with said partners and identifying organic business opportunities for all parties.
• Build best-practice processes and systems to scale up the account teams, enable them to better serve client needs, and increase opportunities for account growth.
• Enhances staff accomplishments and competence by planning delivery of solutions; answers technical and procedural questions for less experienced team members; teaches improved processes; mentors other team members.
• Works closely with the Client Services team as well as Director level Client Services team members to align with MCP’s performance and organic growth objectives, as well as reporting against targets.
• Actively participates and develops new and existing accounts, generates sales quotes, and handles customer inquiries to help service customers and grow business.
• Oversee client communications and negotiations, provide senior level client management support, and nurture client relationships.
• Leads and resolves…