Manager, Client Services

Dynata; United States; On-site; USD 70,000 - 86,000; Full time

Benefits offered by this job

Discretionary incentive program

Medical benefits

Equal opportunity employer

Job summary

Dynata is seeking a senior operations leader to manage Team Leaders and PMs, align workloads with client expectations, and drive performance across client accounts. The role focuses on data quality, client satisfaction, and team development within a fast-moving market research environment.

Responsibilities include guiding team metrics, training, and improving processes, while maintaining strong communication with clients and senior leadership.

Qualifications

• Has managerial knowledge of a specific department or function.
• Has working knowledge of relevant industry issues.
• Understands relationships between key groups within the company.
• Has supervisory knowledge and skills.

Responsibilities

• Oversee the Team Leaders and the project managers under supervision.
• Coordinate team workload and assign flow to PMs, arranging coverage when needed.
• Manage client relationships for the team's accounts.
• Deliver market research data and services that meet client expectations.
• Monitor KPI data and report to the management team.
• Identify and provide world-class training for team members in a changing environment.
• Communicate milestones and hurdles to internal and external clients.
• Set achievable goals for staff based on team needs and development.
• Provide timely, fair performance assessments and feedback to staff leaders.
• Reward and recognize performance appropriately.
• Regularly relay department and company strategy to teams to drive success.
• Share knowledge and best practices within Client Services to keep high standards.
• Suggest process improvements and report trends to senior leadership.

Skills

Managerial knowledge

Industry issues

Inter-group relationships

Supervisory skills

Job description

Responsibilities

• Responsible for the management of their Team Leaders and the project managers under their supervision.
• Manage team workload and assignment flow to PMs, helping to find additional support when needed, offering available time when they have it, and helping to identify coverage as needed.
• Help manage client relationships for the team's client accounts.
• Consistently meet client expectations for delivering market research data and services.
• Actively monitor and update the management team with key performance indicator data.
• Identify, seek, and provide world-class training for team members in a rapidly changing environment.
• Monitor and proactively communicate with internal and external clients regarding team milestones, hurdles, etc.
• Allocate manageable goals to employees based on team needs, interests, and development needs.
• Providing their staff leaders with timely, fair, and measured performance assessments and feedback to foster growth.
• Reward and recognize performance as appropriate.
• Communicate department and company strategy and direction regularly to teams so they can help drive success.
• Share knowledge and best practices within Client Services to develop team members and ensure Dynata Client Services is best in class.
• Contributing improvements to existing processes and proposing new process improvement ideas. Communicate with senior leadership on observed trends or other ongoing concerns facing the team that require higher-level involvement for resolution.

Experience

• At least 5 years of recent experience in quantitative online and digital market research experience, including competence in research and survey design, sampling, and consultation.
• At least 2 years of progressive management experience of complex market research operational functions in matrixed environments.
• 5+ years of experience in business environment.
• 5+ years project management experience.

Knowledge & Skill

• Has managerial knowledge of specific department or function.
• Has working knowledge of relevant industry issues.
• Has basic understanding of relationships that exist between all relevant groups within the company or related functions.
• Has basic supervisory knowledge and skills.

The base salary range for this position is $70K-$86K/yr; however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. A discretionary incentive program may be provided as part of the compensation package, in addition to a full range of medical and other benefits, dependent on full-time employment status.

Dynata is an Equal Opportunity Employer. We consider all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability, genetic information, veteran status, or any other legally protected status under applicable laws.