MARKET FORCE INFORMATION Client Services Specialist Salary in the United States

Client Services Specialist

Market Force Information LLC operates in the exciting and growing industry of customer experience management. Increasingly multi-location businesses such as retailers, restaurants, banks, hotels and others are differentiating themselves in hyper-competitive markets by focusing on and investing in the experience that they deliver to their customers. These brands need to understand what matters most to their customers, where they are not meeting expectations and what the financial ROI could be for various improvements that they might make in their businesses. That’s where Market Force comes in.

Market Force provides a host of measurement, analytics and reporting services that empower its clients to protect their brand’s reputation, delight customers, and grow their revenues. We serve over 200 clients globally. We are seeking a Solutions Manager to join a team of client services professionals here in North America to help us implement and drive customer experience solutions for our clients to enable business performance improvement. With offices across North America, Canada and Europe, joining us in this capacity will provide you with plenty of opportunities to do just that. We look for talented, collaborative, and creative team members who are passionately committed to helping our clients reach their goals.

This particular recruiting effort is unique in that we are looking to fill the Client Services Specialist position for our newly expanded partnership with Restaurant Brands International (RBI). RBI is the parent company for such iconic brands as Burger King, Popeye’s and Tim Hortons. We provide guest recovery contact center and social media monitoring services for all three brands. We are the last line of defense for the RBI brands before customers defect and never return to the brands again.

The role will work out of the RBI headquarters office in Miami, Florida.

The Client Services Specialist is a client focused and technology-savvy account management role. This position requires the ability to engage, service and support clients and their programs, manage on-going program requirements and expansion, understand and manage operational and technical program components utilizing proprietary customer experience reporting technology.

The responsibilities of this position include, but are not limited to:　

• Maintain client relationships and operational program oversight for our clients; ensure successful delivery of Market Force products and services
• Collaborate with clients in maintaining existing programs, implementing changes, and communicate those changes to relevant support departments
• Schedule and attend recurring operational client meetings with maintenance of cross-functional action trackers
• Deliver client reporting via client-branded reporting websites, and other related client reporting such as FTP, XML, or other automated reporting jobs, including the maintenance of client location lists
• Assist in creating reporting specifications to meet client’s custom reporting needs and work with IS team to deliver to clients
• Manage and/or assist with the implementation of new programs for existing clients as needed
• Submit accurate financial and program volume estimates for forecasting and client invoicing on a weekly basis
• Prepare quarterly operational reviews summarizing metrics across programs
• Provide online reporting site training to clients on an as-needed basis
• Collaborate with Client Strategy team members to ensure alignment between both tactical and strategic service goals
• Understand Market Force brand positioning and unique service proposition and how that drives value for the clients we serve
• Prepare Quarterly Business Reviews using pre-existing templates on an as-needed basis
• Participate in internal risk and client health review meetings and maintain information about client perceptions of our delivery.

The successful candidate will possess the following qualifications:

• Bachelor’s Degree
• Experience providing account management to BtoC (business to consumer) organizations, and in particular multi-unit businesses preferred.
• Previous experience managing day-to-day relationship for medium to large client accounts, preferably in one or more of the following verticals: CPG, Restaurant & Hospitality, Retail, Drug & Grocery, Petroleum/Convenience, Banking & Financial Service Institutions, Telecom or Manufacturing.　

• Contact Center Management experience a plus

• Interpersonal relationship skills sufficient to adapt style and approach based on client's needs and situation
• Demonstrated ability to make decisions within time constraints
• Able to work well under pressure and manage multiple priorities
• Excellent written and verbal communication skills
• Ability to effectively present information and respond to inquiries
• Strong presentation or service/product demonstration skills
• Must be proficient in the use and application of MS Office Suite (Word, Excel, PowerPoint and Outlook).

Market Force fosters an environment of energy, learning and growth. Along with offering competitive pay, we are excited to offer great employee benefits including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• STD/ LTD
• 401K w/employer match

Market Force Information is an Equal Opportunity Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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