Team Lead, client servicesDynata

Job Description
Position Summary
Team Lead/PM, Client Services is responsible for managing client relationships and ensuring their satisfaction by developing and maintaining strong relationships with assigned team's accounts. The role manages and maintains the team's critical high complexity, sensitive projects and clients while upholding the company's standard of quality assurance throughout project lifecycle including all deliverables and communications. The Team Lead/PM, Client Services also manages and guides team members to ensure continued service improvements. Acts as the first point of contact with escalated issues for projects within the Client Services team. The Team Lead/PM, Client Services is also responsible to work with other operation leaders in creating a new and updating exiting processes to keep Project Management team as efficient as possible.
The role also needs to be champion in tools used by Project Management team and help in finding a new solution for team. Successful project management requires that the Team Lead/PM develop strong working relationships with the client and key internal customers and builds effective project teams for each study. The Team Lead/PM is accountable for successful project execution and will collaborate with members of several operational teams and account management to ensure that the project objectives are understood by the team and are successfully delivered. The Team Lead/PMs are responsible for managing all aspects of sample management, survey programming, data collection and data management for assigned research studies while upholding the company's standard of quality assurance throughout project lifecycle including all deliverables and communications. Project types are variable in , length and have a higher degree of complexity.
Responsibilities
These include the following. Other duties may be assigned at the discretion of management in the context of the role.
. Lead team by delegating and allocating manageable goals to employees based on team needs, interests and development needs. Provide employees with timely, fair and measured performance assessments and feedback to foster growth. Reward and recognize performance as appropriate. Communicate department and company strategy and direction regularly to employees so they can help drive success.
. Project Management -
o Set up and implement strategy for successful completion of new and on-going projects to be delivered on time, on budget and on scope.
o Provide project delivery timelines, effective sample plans, identifying project risks and developing risk mitigation plans, managing changes in project scope and providing alternate solutions.
o Manage all post-delivery project needs including confirming project close with key stakeholders.
o Expand and leverage customer relationships through understanding of customer objectives. Consult during Sale's process by participating in Sales calls and meetings in order to understand the pipeline of existing opportunities and effectively investigate and up-sell.
o Ensure clear communication among all groups involved in successful delivery of projects. This includes day-to-day communication with customers. Coordinate with other operations groups, vendors and partners. Communicate project milestones to internal and external stakeholders.
. Share knowledge and best practices within Client Services in order to develop team members and ensure Dynata Client Services is best in class.
. Ensure high client satisfaction scores by monitoring production and quality within team. Anticipate and solve problems in a timely manner. Provide timely analyses of projects and identify opportunities for improvement.
. Work with Client Service Leaders in region to develop new and updating existing PM processes in region and making sure that CS teams in region are best equipped to succeed in day to day work.
. Participate in Client Services special projects such as the Client Services task force and training of new hires.
. Assist Director and CS Lead in balancing workload across CS team members.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
. Bachelor's degree in related field or equivalent work experience.
. 5+ years of experience in business environment.
. 5+ years project management experience.
. 2+ years of management experience.
Specialized Skills:
. Expert Proficiency in Microsoft Office Word, Excel, and PowerPoint.
. Demonstrated leadership capabilities, including people development/coaching, objective setting and measurement skills.
. Demonstrates competence in key areas of management and leadership expertise including relationship management, communication, staff direction and motivation, financial planning and control, quality management, risk management, and the achievement of targets.
. Ability to quickly adapt to and learn new technical systems
Communication Skills:
. Demonstrates highest level of ability in all aspects of communications (written, oral, listening and expressing ideas).
Analytical Skills:
. Excellent problem-solving ability.
. Ability to analyze qualitative data.
. Exceptional analytical, quantitative and deduction skills.
Team/ Independent Worker:
. Ability to work both effectively independently and harmoniously with a team.
. Ability to build relationships and work well across functions.
. Experience in a collaborative team environment, sharing workload and responsibilities.
Time & Project Management:
. Ability to lead, participate and manage large-scale projects.
. Must be able to manage multiple assignments simultaneously with shifting priorities, deadlines and focus and have strong organizational skills.
. Ability to prioritize and oversee multiple projects in a fast-paced environment.
. Effective time management skills and ability to meet deadlines.
Business Acumen Skills:
. Understanding of business processes.
. Demonstrates a strong customer orientation.
. Demonstrate cross-functional knowledge and ability to thrive in a highly complex environment.
Dynata is one of the world's leading single providers of first-party data contributed by people who opt-in to member-based panels that the company manages and maintains. With a reach that encompasses 60+ million people globally and an extensive library of individual profile attributes collected through surveys, Dynata is the cornerstone for precise, trustworthy quality data. The company has built innovative data services and solutions around this core asset to bring the voice of the individual to the entire marketing spectrum, from market research to marketing and advertising. Dynata serves nearly 6,000 market research agencies, media and advertising agencies, consulting & investment firms and healthcare and corporate customers in the Americas, Europe, and Asia-Pacific.