Client Service Manager - Survey Research

Salary: $70,000 - $90,000

Company Description

American Directions Research Group (ADRG) is a leading market research survey provider in the United States. With almost 40 years of experience, ADRG offers accurate and efficient telephone, online, multimodal, and in-language survey data collection. The company provides comprehensive services including sample development, field management, data collection, and statistical analysis. ADRG is committed to utmost client satisfaction.

Position Summary

The client service manager (CSM) is responsible for ensuring the success of ADRG client projects from point of sale through to final invoice, and for delivering the highest quality work to ADRG’s clients. The CSM is the primary interface between the client and ADRG’s internal departments and manages multiple projects simultaneously with a high degree of autonomy, independence, and attention to detail. The CSM reports to the Chief Marketing Officer (CMO).

Duties and Responsibilities

• Establishes the conditions to ensure project success for both the company and for the client.
• Ensures that all necessary materials for the proper execution of the project are received in a timely manner.
• Ensures adherence to quality standards for all assigned projects.
• Tests programmed surveys to ensure proper functionality prior to field.
• Monitors assigned projects and provides feedback to Operations to improve performance.
• Leads troubleshooting efforts and corrective action for problem projects.
• Validates and verifies all client deliverables, including data files and reports.
• Coordinates with external partners as needed to procure services relevant to the execution of the project.
• Identifies need for rebidding out-of-spec projects and works with Sales to provide updated pricing to the client.
• Provides thorough instructions for billing to ensure proper and accurate invoicing at the conclusion of a project.
• Ensures project meets financial goals in alignment with the bid and the company’s established financial performance requirements.

· Other tasks and activities as directed.

Required Skills and Abilities

• Understanding of research methodology and standard objectives.
• Demonstrated ability to work autonomously, yet able to proactively collaborate with team members.
• Ability to prioritize and manage multiple projects for on-time delivery.
• Attention to detail with passion for customer service.
• Strong verbal and written communication, logic, and problem-solving skills with the ability to work with all levels of personnel within the organization.
• Commitment to accuracy and integrity.
• Ability to thrive in a high-volume, fast-paced environment with rapidly shifting projects and priorities.
• Expert proficiency in Microsoft Office – Word, Excel, and PowerPoint.
• Positive and “can-do” attitude.

Education and Experience

• A bachelor’s degree or commensurate work experience.
• 3 or more years’ experience in market research operations and/or project management or related role.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

Other Requirements

· This position may require on-call commitments including evening and/or weekend hours.