Client Services Representative

• Every day, somewhere in the world, important decisions are made. Whether it is a private equity company deciding to invest millions into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, and other stakeholders.
• Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals. It is our mission to support them in their discovery of knowledge.
• We help our clients find industry experts who can provide their knowledge via interview or survey: we curate this knowledge in a market-leading software platform; and we help clients surface knowledge they already have through expansive knowledge management.
• The role of Manager is to build and run a high performing team with an inclusive and innovative culture representative of proSapient’s values. As a Manager you are accountable for ensuring Company goals are met, while driving the career development of your direct reports. You will support your Team in facilitating strong project delivery against Company revenue and margin growth targets, such as maintaining a low CPH. You will have Client ownership with a focus on growing our market share and building our reputation as a trusted premium provider.
• Proven track record of success in a fast-paced, outbound, target-driven environment is essential (e.g. expert networking, recruitment, sales, or similar industries).
• Key Duties:
• Project Management
• Accomplished in internal and external stakeholder management, you’ll empower and coach your Project Lead/s to ensure prompt and successful project work, coaching them through complex, niche or challenging briefs.
• Extensively set and use key productivity metrics and diagnostic tools to assess project-level performance and opportunities.
• Drive innovation and continuous improvement, adopting best practices and sharing feedback for continuous improvement.
• Collaborating with your Project Lead to ensure proSapient’s and Client’s Compliance policies, procedures and frameworks are adhered to at all times.
• Client Management
• In collaboration with other Departments, use key performance metrics, such as, but not limited to unit growth and market share, to strategize and prioritise key Clients whilst identifying new, and deliver upon existing, growth opportunities in order to meet and exceed revenue and margin targets.
• Proactively lead engagement with Clients - ranging from Users through to Senior Partners - to cultivate valuable and mutually beneficial relationships that further provide the opportunity to cross-sell proSapient’s full product offering (I.e., Surveys), while obtaining intel that will support project yield, or provides a strategic insight on market movements.
• In partnership with our Business Development/Commercial Team and other internal and external stakeholders you will conduct strategic data analysis that will drive insight. This will be used in account planning sessions, such as running Quarterly Business Reviews and hold Client feedback sessions. From time to time and as required, this may involve collaboratively preparing for Client contract renewals, negotiations and requests.
• People Management
• Build a high-performing, inclusive and innovative culture that delivers results, rewards performance and is aligned with proSapient’s values.
• Plan day-to-day capacity and team requirements in collaboration with your Associate Director and your Team Lead/s.
• Stimulate high engagement of your Team through fostering a culture of continuous constructive feedback and driving development through training and performance management, in collaborations with our Project Excellence and People & Talent Teams.

Client Services Manager

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