The Client Relations Lead is responsible for maintaining and strengthening customer relationships, serving as the primary liaison between the client and the company. This role is essential in ensuring communication flow, resolving issues, upholding quality control, and driving client renewals and upselling. The Client Relations Lead works closely with the Rapid Intelligence and Media Intelligence teams to align deliverables with customer expectations. They are the key authority on customer Insights services, documenting evolving client needs, potential risks, and upsell opportunities to support retention and foster engagement with senior-level stakeholders across Insights Consulting and Commercial.
As a core part of our executive briefing service, the Client Relations team embodies the voice of the company, consistently aiming to exceed client expectations.
Responsibilities
- Client Communication & Meetings: Lead client calls and meetings, ensuring consistent account servicing with internal team coordination.
- Issue Resolution: Address client questions, needs, and issues promptly in collaboration with delivery, product, and commercial teams, including escalations when necessary.
- Onboarding & Implementation: Oversee new client onboarding and ensure a smooth adoption process.
- Revenue Growth & Retention: Support revenue retention and expansion for Insights clients, monitor scope and labor, provide renewal pricing recommendations, and prepare contract documents.
- Client Relationship Building: Cultivate long-term partnerships, acting as a trusted advisor by anticipating and articulating client needs.
- Reporting & Updates: Write concise updates and reports on tight deadlines.
- Internal Collaboration: Engage with internal teams, including solution consulting, operations, and sales, to ensure alignment with client objectives.
Qualifications
- Bachelor’s degree, or equivalent relevant experience.
- 1-2 years of experience in project or account management, writing, or analytics.
Preferred Qualifications
- Strong relationship management skills with a service-oriented mindset and a keen understanding of news dynamics.
- Demonstrated ability to analyze data and identify actionable insights. Proficiency in Excel, including experience with data functions, pivot tables, and basic formulas to support client reporting, performance tracking, and decision-making.
- Familiarity with using proprietary or specialized software platforms, with a proven ability to quickly learn and effectively leverage new tools. An enthusiasm for technology and a proactive approach to utilizing software that supports and enhances client service.
- Proven problem-solving abilities and meticulous attention to detail.
- Ability to adapt and maintain composure under pressure.
- Effective communicator with excellent verbal and written skills.
- Team-oriented approach, with the flexibility to assist as needed.
- Degree in Communications, Public Relations, Journalism, Marketing, Business, Hospitality, or Social Sciences preferred.
What to expect:
- In this role, each day will bring new challenges and opportunities. One day, you may be discussing ways to improve our services with clients; the next, you could be managing client issues on a tight deadline. Collaboration with editorial, technical, and sales departments is key to delivering high-quality service and product enhancements.
