Client Services Representative

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Identify inefficiencies in workflows, documentation, and system configurations
• Act as a liaison between Support and internal operational teams

Client Support Manager

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Lead end-to-end research design and delivery for complex media effectiveness studies, including methodology selection, survey design, and analytical approach
• Translate client business objectives into rigorous, insight-driven research frameworks that inform media strategy and decision-making
• Synthesize complex data into clear, compelling narratives that explain performance drivers and deliver actionable recommendations
• Serve as a trusted advisor to senior client stakeholders, guiding measurement strategy and campaign learning agendas
• Apply deep expertise in cross-platform media measurement (e.g., brand lift, attribution, audience insights across digital, CTV, and linear)
• Oversee quality, rigor, and consistency across all research outputs, establishing best practices and elevating team standards
• Mentor and develop team members, strengthening research, analytical, and storytelling capabilities across levels
• Partner cross-functionally (e.g., product, data science, operations) to deliver integrated, high-quality solutions
• Support account growth by identifying new research opportunities and contributing to proposals and client development

Director, Client Service

• Effectively respond to ad-hoc advisor inquiries.
• Facilitate responses to account transition requests.
• Accurately onboard new accounts and ensure the appropriate settings are applied.
• Provide an excellent advisor experience that encourages them to want to use Canvas more.
• Work with colleagues on complex cases.

Client Service Specialist

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Client Service Associate

• Responsible for revenue targets that will build to a team’s book of business.
• Will actively contribute to building Kantar’s network of brand experts who deliver quality data and insights to their clients.
• Leads mid-size to large, complex accounts; both overseeing accounts and involved in day to day of projects.
• Provides guidance to team and contributes to expertise, thought leadership, design, storytelling, and client management of accounts.
• Responsible for employee engagement and contributes to building Brand Performance team culture.

Vice President, Client Service

• Managing the follow up maintenance transactions lifecycle from origination until the customer unit is in control/custody of the repair technician
• Timely and accurate documentation in all Cox Fleet systems
• Providing excellent customer service for all internal and external customer calls
• Obtain customers approval for all repairs and services to be performed
• Proactively contact customers to schedule preventative maintenance at regular intervals
• Partner and communicate consistently with Field Operations to schedule the right technicians
• Encourage customers to schedule repairs and maintenance in advance
• Continuously develop and improve company capabilities in Dispatching and Service Scheduling

Fleet Client Services Specialist II

• Supports the sales and client management staff by assisting with group enrollment and renewal processes
• Assists with communications, follow-up and distribution of applications to carriers
• Collects missing information from groups and sends approval letters to clients
• Assists with renewals and new business applications
• Attaches applications to appropriate client file in Microsoft D365
• Assists in coordination of all presentation materials
• Follows-up on service issues and coordinates through the Employee Benefit Help Center [EBHC]

• Lead the client service and operations function supporting advisors, recordkeepers, retirement plan sponsors, and enterprise wealth partners.
• Own the full post-sale lifecycle, including onboarding, implementation, adoption tracking, and ongoing value delivery.
• Develop scalable service models, governance standards, and operating playbooks.
• Monitor client adoption and satisfaction metrics to improve retention and growth.
• Oversee end-to-end operational workflows supporting managed accounts and advice across retirement and wealth clients and platforms.
• Drive process improvement and automation to increase efficiency and scalability.
• Own monthly and quarterly billing cycles, ensuring accurate fee application and fiduciary compliance.
• Oversee reconciliation, reporting, audit readiness, and revenue accuracy.
• Lead cross-functional initiatives tied to partner implementations and product enhancements.
• Build and develop a high-performing Client Service and Operations team.

Director of Client Service and Operations

• Responsible for profitable delivery of Brand Performance work for ~5-6M revenue
• Actively contribute to building Kantar’s network of brand experts
• Lead large, complex programs and provide guidance to team
• Consult on research design and deliver on client servicing values
• Manage downline and contribute to building Brand Performance team culture
• Act as a positive role model and drive towards organizational goals

Senior Director, Client Service

• Delivery of high-quality/high-impact Brand insights and analytics solutions
• Delivery of strategic brand insights & analytics projects, which include brand performance measurement and other strategic projects such as, market structures, consumer & demand segmentations, consumer journey mapping, brand stretch/extension, portfolio strategy, brand architecture, foundational brand assessment, brand positioning/refresh, etc.
• Responsible for ownership of specific phases or discrete work processes on projects
• Responsible for execution of work products including questionnaires and reporting on medium-low complexity accounts, while supporting higher complexity projects
• Actively participates in client design and questionnaire discussions
• Provides input into development of questionnaire, sample design and analytic plan
• Provides support and guidance for 1-2 junior project team members on most projects
• Serve as a go-to for new team members who have questions
• Take ownership on building your own skills through training, asking questions, and supporting team members
• Conducts data analysis, insights generation, critical and analytical thinking; takes an active role in story building – can lead team through initial rounds of reporting and preliminary report
• Manages timelines and quality of work products, working with internal departments and clients to achieve successful outcomes following solution and industry best practices
• Identify and solve project issues as they arise
• Perform in-depth quality checks at various stages of the research to ensure accuracy
• Actively seeks opportunities to support proposal development. Can customize proposals with guidance from senior team members
• Optimize efficiency of delivery without sacrifice of quality.
• Challenges the status quo, looks for opportunities to improve, automate, streamline processes
• Building an understanding of our Brand capabilities, solutions, and analytic methods; working to build brand expertise.
• Embraces our culture, is active in other activities or workstreams outside of project work (e.g., attending/participating in ERG/Social Community meetings/activities/trainings)

Manager, Client Service

• An active contributor to Kantar's trusted relationship with its clients and is developing an understanding of brand research and its purpose within a broader ecosystem.
• Is responsible for learning the Kantar systems and tools in order to efficiently contribute to account teams.
• Individual contribution to project financials and time spent on job for assigned projects.
• Contributes to Brand Performance new business opportunities to maintain and grow book of business.
• Learning how to price and scope jobs and build a statement of work.
• Starting to manage day to day and tactical communication for accounts.
• Working to independently address client questions and requests, manage expectations and deadlines while providing status updates, coaching on complex or new challenges.
• Working to design research and contributes to the process (survey design, sample, specs, to deliverables).
• Responsible for delivering on client servicing values and driving client satisfaction.
• Learning project tools, processes and is able to execute independently.
• Contributes to critical and analytical thinking on accounts.
• Loops in senior support when needed.
• Provides active feedback to account teams.
• Contributes to strategic priorities (Blueprint, +1/cross-sell strategy, SPARK).
• Generate positive energy and contributes to Brand Performance team culture.

Associate, Client Service

• Delivery of high-quality/high-impact Brand insights and analytics solutions
• Delivery of strategic brand insights & analytics projects, which include brand performance measurement and other strategic projects such as, market structures, consumer & demand segmentations, consumer journey mapping, brand stretch/extension, portfolio strategy, brand architecture, foundational brand assessment, brand positioning/refresh, etc.
• Responsible for ownership of specific phases or discrete work processes on projects
• Responsible for execution of work products including questionnaires and reporting on medium-low complexity accounts, while supporting higher complexity projects
• Actively participates in client design and questionnaire discussions
• Provides input into development of questionnaire, sample design and analytic plan
• Provides support and guidance for 1-2 junior project team members on most projects
• Serve as a go-to for new team members who have questions
• Take ownership on building your own skills through training, asking questions, and supporting team members
• Conducts data analysis, insights generation, critical and analytical thinking; takes an active role in story building – can lead team through initial rounds of reporting and preliminary report
• Manages timelines and quality of work products, working with internal departments and clients to achieve successful outcomes following solution and industry best practices
• Identify and solve project issues as they arise
• Perform in-depth quality checks at various stages of the research to ensure accuracy
• Actively seeks opportunities to support proposal development. Can customize proposals with guidance from senior team members
• Optimize efficiency of delivery without sacrifice of quality.
• Challenges the status quo, looks for opportunities to improve, automate, streamline processes
• Building an understanding of our Brand capabilities, solutions, and analytic methods; working to build brand expertise.
• Embraces our culture, is active in other activities or workstreams outside of project work (e.g., attending/participating in ERG/Social Community meetings/activities/trainings)
• Exhibits good critical thinking skills, can follow an analytic plan, and is comfortable sharing ideas

• Assist advisor in servicing clients including preparing financial plans, conducting investment research and completing trades and transactions as described by the advisor.
• Prepare and summarize client meetings by scheduling and confirming meetings, enter data into contact manager, create the agendas and summaries of meetings, escort clients to advisor and provide essential follow-up.
• Prepare and ensure new business paperwork is submitted in good order which includes preparing forms, obtain appropriate signatures, prepare documentation to send to home office, track new insurance applications and coordinate rollovers.
• Prepare for and coordinate marketing events which includes creating marketing compliance documentation and managing event marketing reimbursement.
• Provide general administrative duties such as answering the advisor's phone, process expense management reports, prepare routine client correspondence, support for closes, set up of client files, copy and new business correspondence and alerts.

• Prepare or perform technical review of financial statements in accordance with US GAAP, Statutory, or IFRS
• Ensure all financial aspects of the client are efficiently managed
• Possess technical ability to discuss regulatory updates with clients
• Establish and maintain good working relationships with clients, prospects, client teams, other service providers, regulators and colleagues
• Manage financial audit process with the auditors with strict adherence to client deadlines and regulatory reporting
• Perform and execute review of financial statements

Client Service Manager – Captives

• Lead, coach, and develop a team of Client Support Specialists (CSS) within the assigned region
• Monitor showroom volume and incoming requests; balance workloads and provide hands-on support as needed to ensure seamless showroom coverage
• Ensure adherence to company guidelines, values, service standards, and email response-time requirements
• Lead onboarding and ongoing training for new hires and existing team members on systems, product knowledge, and service expectations
• Serve as the primary escalation point for regional client support issues
• Ensure consistent execution of team workflows, productivity standards, and performance expectations
• Support Client Support Specialists as needed in assisting Sales Consultants with administrative sales activities, including order and quote support
• Provide dedicated oversight and support for CSS order management activities within the region
• Act as first-level escalation for complex service issues, freight challenges, and product damages
• Partner with Technical Support to manage and prioritize the CSS ticket backlog, ensuring timely resolution for Top and Assigned Accounts
• Oversee and enforce collection of Paid-in-Full (PIF) orders under $15K, as well as deposits and balance payments
• Ensure proper processing of Technical Support tickets, RMA (return) requests, Credit Memos, and Fund Transfers in compliance with company policy
• Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues
• Ensure proactive management of Requested Delivery Dates, detailed follow-ups, and accurate order notes
• Authorize freight adjustments or overrides in accordance with Freight Accommodations Guidelines
• Ensure all client and internal emails are responded to within 24 hours
• Enforce professional email etiquette as outlined in the Associate Handbook

Supervisor, Client Support

• Oversee a portfolio of high-value accounts; manage and lead small portfolio teams or strategic account teams to deliver exceptional client outcomes.
• Serve as a senior advisor to executive-level stakeholders; influence strategic investment decisions through evidence-based insights.
• Accountable for retention of portfolio and responsible for multi-year growth plans, cross-sell strategies, and achievement of significant revenue targets.
• Lead executive-level research initiatives; synthesize primary, secondary, and advanced analytics into actionable narratives for senior decision-making.
• Optimize resource allocation and deliver operational efficiency across portfolio teams; shape best practices for quality delivery at scale.
• Represent Kantar in industry forums and enterprise-wide initiatives; champion innovation in media analytics and cross-platform measurement.
• Develop and nurture high-performing teams by identifying, mentoring, and advancing top talent through a culture of continuous learning and collaboration.

• Responsible for overall management of assigned projects on specific accounts including coordination of digital and interactive content, working with content experts to validate scientific accuracy, achieving project goals, and timelines
• Prepare and deliver client presentations in a manner that effectively showcases the featured content as directed by client, internal departments, and Key Opinion Leaders (KOLs)
• Drive long-term planning of assigned accounts including timelines, quality assurance, SOP creation and adherence, and budget monitoring
• Monitor project to guarantee adherence and pull-through of client strategy
• Supervise and train junior staff members, as applicable, by creating a positive work environment, fostering a team approach, manage training and development, and oversee project progress
• Manage and attend relevant internal meetings, as assigned
• Contribute to enhanced customer service through timeliness and quality of communications and deliverables, including thorough hand-offs to internal project teams
• Adhere to all standard operating procedures (SOP’s) and drive internal project team adherence to PIT Crew, Basecamp, CCR, Good to Go, and Weekly client update meetings SOPs
• Develop and maintain working knowledge of managed products and disease areas
• Develop and assist with preparation of client pitches, presentations, and metrics
• Manage faculty recruitment, engagement, and relationships on behalf of clients
• Maintain regular contact with client to ensure expectations are met
• Plan, schedule, organize team members, and prepare client update agendas and summaries to facilitate and lead client update meetings
• Synthesize client feedback for implementation by project team members
• Collaborate with internal project team members and departments including Scientific Services, Interactive/Graphics, and Marketing to ensure client expectations are being met
• Track and report on all opportunities, key milestones, support requirements, etc.
• Establish meaningful, professional relationships with various client stakeholders, including gaining understanding of their individual roles, communication preferences, personal motivators, and the desired outcomes for the brand and for the team
• Ensure Simpson’s brand is properly represented and promoted throughout client interactions, communications, and deliverables
• Promote and deliver service levels which are sustainable and allow for efficient delivery of a quality product
• Provide data, decisions and delivery of services in support of client, project and community success

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