Client Insights Lead
1 Month ago • 6 Years + • $90,000 PA - $102,000 PA
Customer Service
Job Description
This role involves developing and maintaining long-term client relationships, acting as an internal advocate and liaison. The Client Insights Lead will understand evolving client business needs, identify opportunities for satisfaction improvement, and propose Comscore solutions. Responsibilities include managing a portfolio of client accounts, ensuring product usage, resolving issues, and proactively identifying opportunities for growth. The role requires strong industry knowledge, collaboration with internal teams, and mentoring junior staff to influence product direction and enhance client value.
Must Have:
- Serve as senior key contact for client accounts.
- Manage a portfolio of named client accounts.
- Ensure client satisfaction, product usage, and issue resolution.
- Proactively identify opportunities to improve client deliverables.
- Maintain strong knowledge of client’s industry and competitive space.
- Establish strong relationships with client accounts.
- Collaborate with sales leads to grow client relationships.
- Work closely with internal Comscore teams.
- Partner with Product leads to influence product roadmap.
- Train and mentor junior team members.
- 6+ years of Client Success experience in analytics, audience measurement, or digital media.
- Experience creating value through data insights and client consultation.
- Ability to work autonomously.
About This Role:
Develops and maintains long-term client relationships by serving as an internal advocate and client liaison. Understands the client’s changing and expanding business needs and identifies opportunities to improve client satisfaction and find new Comscore solutions to meet their needs. Through regular contact, ensure maximum usage and satisfaction of Comscore products, services, and data, resulting in customer retention.
What You'll Do:
- Senior key contact for small to mid-sized client accounts or select accounts within large enterprise accounts with no supervision
- Day-to-day client lead of a portfolio of named client accounts with direct ownership for client satisfaction, product usage, and issue resolution
- Serves as an internal expert on each assigned account
- Proactively identify opportunities to improve client deliverables, anticipate client needs, offer creative solutions, and handoff upsell opportunities to the sales team
- Maintains a strong knowledge of client’s industry, competitive space and role in the market, including competitors, customers, and emerging trends
- Establishes strong and productive relationships with client accounts, in-person and virtually
- Proactively shares strategies and communications with sales leads to grow, improve and amplify relationships with clients
- Works closely with internal Comscore teams to communicate client needs and provide feedback.
- Regularly volunteers to handle ad-hoc requests, and is a significant resource to the larger Comscore organization
- Partners with Product leads to translate client and team feedback related to data and products in order to influence the product roadmap and direction
- Trains and mentors junior team members
What You'll Need:
- 6+ years of Client Success experience in a client-facing position within analytics, audience measurement, advertising agency, marketing data solutions or digital media business
- Experienced in creating value for clients through data insights and client-focused consultation
- Focused on a collaborative approach to problem solving
- Ability to mentor and train junior members of the team
- Ability to work autonomously and independently under little supervision
- Compensation: $90,000-$102,000; Commensurate with Experience
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