Vice President, Client Relations reporting to an Account Executive (SVP or EVP).
Essential Responsibilities
- Manage the design and implementation of large CX research related client engagements effectively, to drive Client insights, and create recurring revenue
- Work in collaboration and partnership with Verde AE to provide input and expertise into research design and strategy and identify considerations for implementation based on knowledge of client and category
- Lead the design and development of all critical components of the research: project plan and implementation schedule, working team weekly management and status reporting, questionnaire design and development, report design and development
- Work closely with the AE to identify actionable insights from study
- Support AE in preparing for AP workshops. Participate in Action Planning workshops.
- Contribute to Verde’s overall growth plan via new product design, testing and implementation
- Participate in Verde’s Quarterly Business Reviews by sharing best practices, success stories and lessons learned
- Leverage personal networks to help Verde’s overall growth
Client Engagement
- Act as the account manager/key contact for clients on a day-to-day basis
- Provide a “first line of defense”, particularly for the AE, with Project Directors (PDs) by reviewing and providing feedback on:
- Project schedules and implementation plans
- Agendas and meeting minutes
- Discussion guides for focus groups and in-depth interviews
- Questionnaires
- Report templates
- Qualitative and quantitative reports, dashboards and presentations
- Analytical approach
- Manage PDs in the creation of tab/banner plans and data tables
- Perform project work:
- Facilitate employee focus groups, employee and customer in-depth interviews
- Participate in the writing of qualitative reports and presentation of findings to clients
- Utilize the findings to inform the quantitative deliverables
- Assist in facilitating Action Planning
- Collaborate with other project teams as needed to share insights and drive success
Project Operations
- Report on status of projects at weekly Operations meeting
- Coordinate project director assignments to ensure that there is a primary and backup PD for each project
- As new PDs come on board, coach them on the Verde Way Project Process
- Set up project folders on J-shared and the PD drives as new projects begin and consolidate completed projects on J-shared
- Work with PDs to monitor projects against schedules and facilitate re-assignment of tasks to meet client deliverables
- Act as a point of escalation for PDs and work with the Verde Group Management team to resolve project issues
- Refine the Verde Way Project Process, examples and templates to
- Ensure that projects are managed consistently
- Enforce and upgrade the standards for client deliverables
- Create efficiencies in the project process where possible
- Facilitate on-boarding of new PDs
- Coordinate project “huddles” to obtain thought leadership and direction at key points in each project, typically prior to the quantitative design and reporting
Business Operations
- Client Invoices
- Monitor project schedules and coordinate client invoicing with the Accounting Department to ensure that invoices are submitted to clients according to the billing schedule in each proposal
- Monitor project hours and raise risk to AE to address
- Expenses Make sure all travel that is billable to clients is tracked and expenses are submitted
- Coordinate invoicing to clients with the Accounting Department to ensure that Verde Group is reimbursed
- Track non-billable trips to ensure that expenses are submitted in a timely manner so that the Accounting Department can accurately incorporate into cash flow management
- Look for efficiencies in all business operation practices to reduce the amount of time that we collectively spend on non-revenue generating activities
Requirements
- Post-secondary degree (ideally a post-graduate degree: MBA, MS)
- Excellent knowledge of statistical packages (SPSS, SAS or similar), databases and MS Office (Highly proficient with MS PowerPoint, Excel and Word)
- Strong market research experience (> 5yrs): Adequate knowledge of data collection methods (platforms, focus groups, surveys etc.)
- Strong analytical and critical thinking
- 10+ years of senior client management experience
- Ability to work independently and take initiative.
- Strong verbal and written communication skills
- Excellent time management and multitasking skills.
- Superior interpersonal skills.
Send cover letter and resume to jobs@verdegroup.com.