Role: Sr. Manager, Client Services // Associate Director, Client Services

Location: US Wide

What they do

  • Collage Group is the leading cultural intelligence company supporting over 200 iconic U.S. brands in their efforts to unleash the power of culture to drive brand growth.
  • Through their consumer insights, data, tools and best practices they work with marketing and insights professionals to help them more effectively and efficiently understand, reach and engage diverse consumers: Hispanic, Black, Asian, Millennial, Gen Z, LGBTQ+ and women.
  • Their work centers on helping brands achieve Cultural Fluency—the organizational ability to use culture to activate consumers across race, ethnicity, generation, gender and sexual identity.
  • Collage Group is a National Minority Supplier Development Council (NMSDC) certified minority-owned small business.
  • Experiencing 100% YOY growth, with a large funding round currently finalizing
  • Working with top global institutions such as Disney, Nestle, McDonald’s and T-Mobile
  • ICs are crushing quota, with top sellers achieving 200% +
  • Open, greenfield territories for sellers to penetrate

Useful Links

About the role

Client Services is responsible for end-to-end ownership and account management of Collage Group member companies.  Sr. Client Services Managers and Associate Directors are responsible for onboarding, servicing, renewing up and cross-selling clients.  This position sits at the center of Collage’s efforts to design and implement customized plans for each member company which fully leverage the strategic and analytical capabilities of the Collage team and the vast power of the network of industry leaders and ultimately deliver membership renewal.  As such, individuals in the role will have a direct voice helping the Collage Group leadership team to refine and innovate its servicing, delivery, and renewal processes and overall company growth strategy.
  • Delivering Member Value for Pool of up to 25 members via:
    • Interacting directly with members to foster deep relationships and knowledge of their business priorities, core and growth customer segments to serve each individually
    • Developing and aligning the member to their Member Value Plan (MVP) which should leverage the full set of Collage Group capabilities
    • Delivering insight to members through written and oral communications in one-on-one and multi-client settings
  • Driving strong member retention through gaining a deep understanding of client priorities and servicing against them leveraging Collage’s syndicated data, insights, tools and custom capabilities
  • Driving upsell through building deep relationships and trust and having keen intuition in unearthing the opportunity to up and cross-sell additional memberships and/or custom projects (i.e., research, strategy, data analytic)
  • Member Health tracking and development of strategies to ensure renewal
  • Working closely with Client Services Director(s) to inform/influence Renewal and Upsell Goals and strategy
  • Identifying patterns among member needs to influence the syndicated research, editorial calendar and the direction of innovations and investments in the product and service set
  • Identifying peer-to-peer opportunities for members

About you

  • Suggested minimum of 3+ years related work experience in account management, member services, customer success, marketing-focused and/or ad agency account planning function
  • Exceptional ability to immediately establish one’s credibility with members
  • Ability to diagnose prospect/member needs and identify relevant resources
  • Strong commercial outlook and client service ethic
  • Strong interpersonal and communication skills that demonstrate a proven ability to develop relationships with a range of internal and external constituencies
  • Willingness to work outside the strict job description parameters, thinking creatively about how to provide the highest level of client/member service,
  • Strategic thinker. Able to contribute their own ideas while working in a team environment.
  • Excellent relationship builder. Ability to influence others while maintaining strong relationships with those internally and externally
  • Ability to successfully manage multiple clients simultaneously
  • Must be able to take initiative, follow-up and drive actions in order to meet challenging deadlines
  • Outstanding organizational and documentation skills
  • Complete fluency in verbal communication both in person and over the phone
  • Close attention to detail and commitment to flawless execution
  • Entrepreneurial attitude and comfort with taking on multiple roles, sometimes outside of comfort zone
  • Outstanding record of academic achievement; BA or BS degree required; Masters degree is a plus

Interested?

Speak to your contact at Org 3D who can answer any questions you have and set a call up with the client.

Not for you?

Refer somebody else. We’ll give you $1000 if they land the role!