Client Services Manager

Client Services Manager

Sago is a global leader in market research and data solutions, committed to connecting human answers to business questions. The world is transforming, and Sago is continuously reaching new heights, redefining our solutions beyond our clients' wildest expectations, and making it smarter, faster, and easier to gain insights that matter.

We're a team of innovators, strategists, and problem-solvers, passionate and inspired thinkers, who celebrate our wins. Vibrant leaders who empower our colleagues and innovate the Market Research industry. Curious learners, constantly finding new ways to transform. Bold thinkers and authentic team members who show up to work every day being themselves, never afraid of new ideas or opinions - because we believe they matter.

As a Client Services Manager at our focus group facility, your leadership role is multifaceted, encompassing the orchestration of smooth and efficient facility operations. You will be responsible for the main flow of administrative and operational aspects. Anticipating and meeting client needs is paramount. Your hands-on involvement in managing staff, coordinating logistics, coupled with a commitment to delivering exceptional customer service, will contribute not only to the success of individual in person projects but also to the facility's overall reputation in the competitive market research industry. This position is 100% in-person, in our facility in New York City, reporting to the Facility Director.

Responsibilities include:

• Foster positive onsite experiences to drive return business.
• Serve as a dedicated on-site concierge in the local Facility, fostering a welcoming atmosphere and delivering outstanding customer service.
• Proactively identify and promptly address any signs of client dissatisfaction or a potential decline in trust, fostering a positive and responsive approach to client concerns.
• Lead team of Facility Supervisor(s), Site Supervisor(s), and Client Service Representatives (CSR).
• Supervise staff to ensure the highest level of client and respondent satisfaction.
• Ensure they uphold consistency, efficiency, and attention to detail.
• Work with Facility Director (FD) in the training and development of employees.
• Assists FD in providing continuous feedback and career coaching.
• Supports FD in annual formal employee evaluations/performance reviews for full-time and part-time staff.
• Operational Oversight:
• Effectively delegate tasks to facility staff, ensuring a comprehensive understanding of the client's expectations and project nuances.
• Oversee the execution of hospitality and administrative functions within the facility, ensuring seamless management and efficient operation.
• Coordinate with outside vendors to ensure timely delivery of client needs to a high standard.
• Assist in basic IT/AV issues and report problems to the AV/IT Department.
• Provide secondary support to Project Managers with in-house project client services and client feedback.
• Maintain the facility and collaborate with property management and approved vendors.
• Project Execution and Administrative Tasks:
• Review all project materials at project kick off to understand the scope.
• Attend kick-off calls with clients.
• Engage in thorough communication with clients ahead of research initiatives, to ensure all needs are collected for projects.
• Follow all set facility project execution protocols including paperwork, client welcome and staff briefings.
• Ensure client food service and day of requests are fully addressed.
• Assure all participant compensation is processed and reports are accurate.
• Assist in the preparation and/or review of invoice requests, ensuring accuracy and complete all necessary aspects of project close out.
• Perform any or all CSR duties when appropriate and necessary.
• Schedule participants in internal platform systems for room rentals.
• Other duties as assigned.