Senior Manager, Client Experience

About The Brand:

Bizrate Insights, a Dotdash Meredith company, is one of the largest sources of verified customer-generated seller ratings and reviews, helping both retailers and consumers make informed decisions. Bizrate Insights’ core solutions cover online visitors and buyers as well as retail store buyers, allowing partners of all sizes to build best-in-class customer experiences, gain competitive intelligence, and attract qualified traffic.

About The Position

The Senior Manager, Client Experience plays a unique and important hybrid role as both a results-oriented, experienced account manager and salesperson for sophisticated, mid-and-top tier named clients along with inbound and outbound sales. You will champion Bizrate Insights’ leadership in the e-commerce consumer insights and customer ratings spaces by driving Bizrate Insights’ value propositions and highest service delivery standards. 

In addition to servicing a book of clients, the Senior Manager, Client Experience is responsible for supporting inbound new business sales throughout the sales process including: prospecting, hunting, and subject matter expertise, leading to closed deals. This is a strategic client-facing role that may include managerial opportunities.

In-office Expectations: This position offers remote work flexibility; however, if you reside within a commutable distance to one of our offices in Stamford, New York, Des Moines, Birmingham, Los Angeles, Chicago, or Seattle, the expectation is to work from the office three times per month.

About The Positions Contributions:

Main Responsibilities:

• Build relationships with clients by acting as day-to-day contact for an assigned portfolio of top-tier accounts, including direct outreach.
• Train clients on Bizrate Insights’ tools and solutions to entrench our position and demonstrate our ongoing value to the client’s organization.
• Upsell relevant solutions to existing clients by making recommendations based on data findings then, encouraging them to purchase the additional services and solutions that meet their needs.
• Proactively identify opportunities and sell-in new products and services to new logos and existing clients.
• Drive product and feature adoption by providing consultative advice and usage/adoption recommendations.
• Retain assigned book of business by identifying and mitigating risks, close new contracts and renew existing contracts.
• Act as a consultative salesperson, bringing new retailers to our network by selling-through our solutions and value proposition to leads.
• Conduct QBRs including recommendations and feedback based on findings within client data and experiential findings.
• Collaborate with departments across the organization to inform the product and marketing roadmaps based on client feedback, needs, and market intelligence.
• Meet or exceed established quarterly goals.

The Role’s Minimum Qualifications and Job Requirements

Education:

Bachelor’s degree or equivalent professional experience.

Experience:

• 6+ years of relevant experience in account management, client development, sales, or similar client-facing services, most recently working with top-tier clients; retail/ecommerce experience is a plus.
• A demonstrated consultative sales approach in account management and upselling/cross-selling as well as inside and outside sales; SaaS experience is a plus.
• A proven history of working through the entire sales process, from prospecting to closing new deals.
• A track record of successfully selling new solutions – you are both a hunter and nurturer. 
• Comfort with qualitative and quantitative data, including a basic working knowledge of statistics (average, mean, median, standard deviation, etc.) to identify findings and create compelling data-based presentations and Quarterly Business Reviews (QBRs).
• Excellent written and oral communication, including the ability to clearly communicate value proposition and findings with comfort speaking to C-Level executives.
• Deadline-oriented mindset that embraces the production of high-quality work in a fast-paced, ever-changing environment while being mindful of deadlines and attention to detail. 
• Self-started who takes the lead in identifying and resolving issues.
• Knowledge and interest in e-commerce, specifically retail, is required; retail experience is a plus. 
• Strong Microsoft Office or GSuite skills and CRM skills required; Salesforce experience is a plus.

Travel: 10%

Attend conferences and trade shows as required.