Client Service Manager

Join our dynamic team of innovators, strategists, and problem-solvers who are passionate about connecting human insights to business questions. Our culture thrives on collaboration, creativity, and personal growth, and we're seeking individuals ready to make a real impact alongside us. At Sago, we celebrate our victories as passionate and inspired thinkers. We are vibrant leaders who empower our colleagues and drive innovation in the Market Research industry. As curious learners, we are always exploring new avenues for transformation. Bold in our thinking and actions, we reject the status quo. Our authenticity shines through as team members who embrace individuality, welcoming new ideas and diverse opinions because we believe they contribute to our success. Join us each day as we bring our true selves to work, unafraid of embracing change and pushing the boundaries of what's possible. 

Embark on a journey with Sago as we navigate the ever-evolving landscape, consistently achieving new milestones and exceeding our clients' expectations. With over 55 years of innovation led by the brightest minds, we are in search of trailblazers who will join us in charting new territories and connecting our clients with global audiences in ways that are smarter, faster, and more impactful than ever before. 

At Sago, we cultivate an environment where happiness flourishes in the top 35%, our work culture stands out in the top 10%, and diversity shines brightly, ranking in the top 15% compared to peers of our size. This is your opportunity to contribute to something exceptional. Explore more about us at https://www.comparably.com/companies/sago and become an integral part of our extraordinary team. 

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 Nashville. 

Responsibilities Include 

Client Relationship Management: 

• 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. 

Employee Development and Management: 

• Lead Team of Facility Supervisors 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 Core 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. 
• Order food for clients for catering and day of requests. 
• Process incentives for respondents. 
• Prepare and/or review invoice requests, ensuring accuracy and completing all necessary aspects of project closeout. 
• Perform any or all CSR duties when appropriate and necessary. 
• Schedule Respondents in internal platform systems for room rentals. 

• Other duties as assigned. 

Requirements

Required Skills and Qualifications: 

• High School diploma or equivalent. 
• Market Research experience is preferred, but not required. 
• 2+ years of management experience. 
• 2+ years of hospitality experience is preferred. 
• Microsoft Office/computer literate. 
• Client focus. 
• Leadership skills. 
• Decision-making and problem-solving skills. 
• Professional manner and appearance. 

Benefits

Medical, dental, and vision health benefits, 401k, PTO