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MONITOR Client Relationship Manager

Company: Kantar
Location: Harrisburg
Posted on: November 21, 2022

Job Description:

INSIGHTS
Kantar is the world's leading data, insights and consulting company and our Insights colleagues are experts in human understanding. They help clients define what brands should stand for, how to disrupt and renew their offer, how to connect with audiences and how to win with consumers and customers.
JOB DETAILS
JOB TITLE: MONITOR CLIENT RELATIONSHIP MANAGER
JOB LOCATION: REMOTE OR HYBRID ( PREFER CANDIDATES IN EASTERN OR CENTRAL TIME ZONE)
ABOUT KANTAR:
Kantar, the world's leading marketing data and analytics company. We understand more about how people think, feel, shop, share, vote, and view than anyone else. Combining our expertise in human understanding with advanced technologies. Kantar's25,000 people based in more than 100 countries help the world's leading organisations succeed and grow. Nobody knows people better than Kantar. We provide insight and inspiration to help our clients, our people and society to create and flourish in an extraordinary world.
ABOUT THE DIVISION:
MONITOR is our subscription-based consumer insights, foresights and strategy platform. We track key marketplace dynamics and critical shifts in consumer attitudes and values that are reshaping the operating environment for businesses and brands. The MONITOR product team uses consumer survey data, cultural trends, qualitative insights, and foresight frameworks to create content ranging from infographics and newsletters to comprehensive reports and presentations of our thought leadership. MONITOR tools and outputs provide concrete intelligence to strengthen brand strategy, positioning, messaging, and planning. We have four core products: U.S. MONITOR, Global MONITOR, Canada MONITOR, and Sports MONITOR.
ABOUT THE ROLE:
Given the Kantar syndicated business model, where our customers invest with us over time, Client Relationship Management is vital to our long-term profitability. We will not grow unless our syndicated clients are receiving maximum value from their investment. We are seeking a Client Relationship Manager to influence the success of at least 15 unique logos. This role includes responsibilities and influence for a full spectrum of Client Relationship Management activities (e.g., on-boarding, support, adoption) and outcomes (e.g., client happiness, retention). The candidate will work closely with the Consulting, Product, and Sales teams to deliver subscription value, champion client relationships, ensure regular, relevant interaction & engagement, support client use of MONITOR resources, grow advocacy, identify consulting opportunities, secure renewals, and influence commercial impact.
RESPONSIBILITIES :
Influence Commercial Outcomes :
Partner closely with Consulting, Product, and Sales teams to maintain/improve renewal rates with a roster of assigned accounts.
Work closely with Consulting, Product and Sales teams to influence upsell and cross-Kantar engagement opportunities with clients.
Increase future lifetime value through higher product adoption, expansion of licenses, customer satisfaction, and overall health scores.
Work closely with Sales and Consulting teams to onboard new clients, grow adoption, advocacy, and expansion.
Lead Regular & Meaningful Client Interactions :
Cultivate trusted advisor relationships and an understanding of client's business needs that can be supported by MONITOR, our Consulting capabilities, and other Kantar offers.
Partner with account team to ensure meaningful interactions - contract kickoffs, joint business reviews, and training sessions - ensuring that all activities are logged in database system.
Serve as primary, day to day client contact for all subscription-related inquiries.
Conduct basic data runs, curate content and (if needed) conduct secondary scan to answer client questions.
Synthesize and highlight relevant and meaningful MONITOR content for clients.
Train clients on use of MONITOR Gateway and mTAB tools.
Track weekly client engagement metrics in Power BI watching for signs of decreasing engagement and declining health of the subscription relationship
Strengthen client health by working closely with Consulting, Product, and Sales teams to address any problems and to identify and cultivate relationship champions & other influential users.
Partner with Sales and Consulting to ensure Mutual Client Success Plans identify key client strategies, stakeholders, and milestones, while understanding how each client measures ROI.
Partner with Sales and Consulting to identify org chart (or similar) to focus where to expand our user base and engage with net-new budget owners & influencers.
Strengthen the health of client relationships by embedding yourself with senior leaders including key champions, budget owners, & other influencers.
Cross Functional Collaboration :
Align with account team re: account strategies, and maintain regular contact to discuss account health, value delivered, and user-engagement trends - and to discuss new opportunities for consulting and upselling.
Work with Client Relationship Management team to ensure the largest impact on client engagement and value delivered across MONITOR
Where appropriate, share feedback re: what new value-add solutions might look like and work with Sales and Consulting teams to ensure that client KPIs are met and that overall ROI is increased.
CAPABILITIES:
3-5 years of experience in a client-facing role within a professional services organization; partnering with others for client engagement, handling difficult situations & challenges, and delivering exceptional client service.
3-5 years of experience project management, balancing the needs of multiple stakeholders and working under tight timelines with resource constraints.
Strong critical and consultative thinking skills to serve as the foundation of trusted advisor relationships with clients.
Experience building business relationships and facilitating conversations at various levels.
The ability to work in a high-energy, fast-paced environment and collaborate with others to achieve results as a high-performing & interdependent team.
Relevant business experience: demonstrated or ability to develop a commercial mindset & understanding of selling moments with various stakeholders.
A high degree of organization and proficiency in leveraging internal systems with an ability to support and at times lead the administration of current & future technology implementations.
KANTAR BENEFITS
We provide a comprehensive, highly competitive benefits package, including
Medical plans with comprehensive, affordable coverage for a range of health services
Health Savings Account/FSA
Dental, Vision and benefits to cover unique healthcare needs
Wellness Program
401k with matching
Tuition Reimbursement, Commuter benefits
Unlimited PTO
At Kantar we have an integrated way of rewarding our people based around a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. Apply for a career that's out of the ordinary and join us.We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, andare allowed toflourish in a space where their mental health andwellbeingis taken into consideration. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.
At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status or any other legally protected characteristics.
PRIVACY AND LEGAL STATEMENT
PRIVACY DISCLOSURE:
Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited ("Kantar"). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager.
The salary range for this role in North Carolina is $72,000 - $120,000 . Your final base salary will be determined based on several factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
COUNTRY
United States of America
LOCATION
North Carolina, Work from Home
WHY JOIN KANTAR?
We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, nobody knows people better than Kantar.
And because we know people, we like to make sure our people are looked after as well. Equality of opportunity for our people is our highest priority and we encourage our people to work in a way that supports their health and wellbeing. While we encourage our colleagues to spend part of their working week in the office, we understand no one size fits all, and we're flexible in our approach to ensure people feel included and accepted. We're committed to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, which is why we welcome applications from all background and sections of society. Even if you feel like you're not a perfect fit, we'd love to receive your application and talk to you about this job or others at Kantar.

Keywords: Kantar, Harrisburg , MONITOR Client Relationship Manager, Executive , Harrisburg, Pennsylvania

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