Client Service Manager - Sago

Client Service Manager.

Internally: Facility Manager.

POSITION SUMMARY: 

As a Facility Manager at our focus group facility, your leadership role is multifaceted, encompassing the orchestration of smooth and efficient facility operations. Beyond overseeing administrative and operational aspects, you will actively drive sales opportunities to fill the rooms with both existing and new clients. Anticipating and meeting client needs is paramount, and your strategic approach will extend to cultivating relationships and identifying opportunities for business growth. Your hands-on involvement in managing your staff, and 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 Baltimore. 

KEY JOB RESPONSIBILITIES: 

• Foster positive ongoing relationships with key client contacts to drive return business.  

• Drive room sales from both new and existing clients by employing strategic communication methods, including calls, emails, and in-person meetings.   

• Take the initiative to actively participate in local events, utilizing networking opportunities to expand the client base. Build and maintain lasting relationships within the community, promoting Sago Facility services.  

• 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.  

• Responsible for ensuring the office is staffed to accommodate the projects in facilities for both Traditional and Clinical Business.   

• Leads training and development of employees.  

• Providing continuous feedback and career coaching.  

• Conduct annual formal employee evaluations/performance reviews for full-time and part-time staff.  

• Operational Oversight:  

• Schedule necessary CSR staff to meet client needs and project requirements, ensuring ongoing facility operation and optimal project margins.  

• 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. 

• Prepare and/or review invoice requests, ensuring accuracy and complete all necessary aspects of project closeout.  

• Perform any or all CSR duties when appropriate and necessary.  

• Schedule participants in internal platform systems for room rentals.  

• Other duties as assigned. 

Requirements

CORE COMPETENCIES: 

• Market Research experience is preferred, but not required. 

• Client focus.  

• Leadership skills.  

• Decision making and problem-solving skills.  

• Professional manner and appearance. 

QUALIFICATIONS 

Education: 

• High School diploma or equivalent. 

Experience: 

• 2+ years of management experience.  

• 2+ years of hospitality experience is preferred. 

Computer Skills: 

• Microsoft Office/computer literate.