The Client Services Manager (CSM) is responsible for providing overall communications support to a specifically assigned portfolio of internal clients which represent key business and functional units as well as special business initiatives. The CSM's role serves as the principal communications strategist and project management supervisor for all communications related deliverables in support of their client group's business objectives. The CSM serves as a strategic partner to their client groups in delivering communications solutions that are "on message", consistent in their quality and delivery, and measureable in their results.
Major Tasks, Responsibilities and Key
AccountabilitiesBuild client relationships; develop deep understanding of varied and complex communications needs of client's business or functional area. Attend client staff meetings, strategic planning sessions, workouts, and other team gatherings in order to become fully immersed in their business. Respond to questions and requests from client groups and influence them regarding current and potential processes and vehicles. Lead research and analysis into the effectiveness and results of any recommended communications vehicles. Develop communications strategies and plans that are consistent with the client groups goals and supportive of delivering measureable results. Review and approve all implementation components of any client approved communications initiatives. Maintains current and accurate documentation, and coordinates and/or performs testing of new communications vehicles. Works with other communications colleagues in planning/scheduling and sourcing resources. Develop action plans and project review timelines. Participates in AC all-hands-on-deck meetings, project production meetings, and on-going content review and editing with subject matter experts and client group leadership team. Acts as liaison with outside vendors and agencies as appropriate in support of clients. Create and maintain up-to-date status reports for all projects. Create and maintain wrap-up and executive summary reports that provide measurement analysis and recommendations for continuous improvement. Participates in industry and other professional networks to ensure awareness of industry standards and innovations, trends and best practices in order to strengthen organizations and technical knowledge, as well as client relationship. Responsible for appropriate selection, termination, performance appraisals, and professional development of assigned staff.
Essential Functions:
Nature and ScopeTypically reports to Director, Associate Communication. Direct and indirect reports typically include 6 support associates. Typically negotiates in a competitive or adversarial environment. Typically faces situations that have a variety of interpretations and require careful evaluation. Typically solves problems by considering courses of action within the framework of managementb s goals and standards. Typically expected to provide infrequent status reports to management only as appropriate.
Environmental Job Requirements
Located in a comfortable indoor area. Under constant pressure to continuously meet tight deadlines, demanding quotas and/or must regularly deal with difficult situations. Typically requires overnight travel 5% to 20% of the time.
Minimum Qualifications
Must pass pre-employment tests if applicable
Education Required
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience – 5
Physical Job Requirements
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Preferred Qualifications
Degree in Communication, English or Journalism preferred
Knowledge, Skills, Abilities and Competencies
- Proven ability to manage positive client relationships and lead cross functional teams effectively
- Solution oriented, creative thinker
- Proven ability to motivate others, including team members who are not direct reports
- Full-range comprehension of all communication vehicles, both internal and external
