Project Lead – Client Services

Role Overview

• Autonomously manage Client briefs with a focus on niche, complex, or high-volume requests to the highest of standards, coaching Associates and Senior Associates to execute in alignment with Client Service Key Behaviours, Project Excellence best practices and Compliance parameters.
• Drive a proactive methodology that champions direct and prompt communication and use of sourcing channels (such as, but not limited to, a call-first culture).
• Effectively execute on all projects, finding & recruiting Experts on a global scale in a fast paced environment to introduce to our clients
• Actively and consistently drive increased margin and revenue through championing Commercial and Company initiatives
• Drive an exemplary Expert experience, communicating clearly and managing expectations and timeframes transparently to ensuring high levels of satisfaction.
• Manage your own development through setting and achieving KPI’s and development goals
• Strategically and proactively own all User communications throughout the project lifecycle to ensure timely project fulfilment of at an industry-leading standard.
• Build valuable, meaningful and mutually beneficial relationships with your key Clients and users.
• Devise clear communication strategies to ensure Clients & decision makers are always kept informed and up to date.
• Drive revenue and margin growth by delivering to monthly account plans, KPI targets and engagement goals.
• Champion the full proSapient product service suite (I.e., Surveys) maximizing opportunities to cross-sell and offer solutions to our clients to increase usage and market share.
• Proactively seek and share Client feedback to better understand pain points and opportunities to increase users that will continually improve our service.
• Lead Associates and Senior Associates throughout the project lifecycle and be accountable for output metrics of the team throughout each day – with particular emphasis on KPI's
• Provide guidance to and coach Associates and Senior Associates on how and where they can improve in both the near term (immediate project delivery), and over the longer-term (skills development).
• Proactively and constructively identify solutions to address project challenges (in collaboration with the Manager in more complex instances) to promptly implement solutions that rapidly get projects back on track. Act as a proSapient values champion clearly and consistently demonstrating and encouraging our outlined behaviours and values that drive success.

Requirements

• **Industry expertise: **given the key focus of our project types, previous experience of working in the Expert Network or wider research industry is mandatory for this role
• **Client experience: **previous experience working either for, or supporting our client base is essential for the role
• specifically, Consulting and/or Private Equity firms is highly preferred but wider experience from professional services, information services or the financial sector will be considered
• **Exceptional communication skills **across all levels and ability to converse and build rapport with clients and experts alike.
• Interpersonal skills: strong collaboration and team skills and ability to approach every aspect of your work with integrity.
• **Drive & Tenacity: **to possess the self-confidence to work in a rapidly growing and unstructured business with constant and high-volume workflow.

Benefits

• A base salary + uncapped commission structure, that is designed to encourage and reward over performance – the sky is the limit!
• An extended benefits plan that includes Dental, Vision & Pharmaceutical coverages, alongside wider benefits such as massage, chiropractor and physical therapy benefits, to name a few!
• Access to our Employee Assistance Program
• Tenure gifts to thank our loyal staff
• An enhanced maternity and paternity package
• 20 days paid vacation leave annually
• A paid sick leave policy of up to 10 days annually
• Up to 20 remote working days annually
• A hybrid working model, featuring three days per week in our modern downtown Toronto office
• Team socials – from Pizza to Caribbean to Korean food, we love to encourage our team to get together and try new experiences together!
• The opportunity to create, lead or participate in one of our many ERG groups, to help drive diversity, inclusion and understanding across our business
• Corporate Events: from quarterly gatherings to our annual holiday & Summer parties, we love to celebrate, collaborate and have fun together!