Team Lead, Client Services

4 weeks ago Be among the first 25 applicants

Sourcing and Project Management

• 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).
• Actively and consistently drive increased margin and revenue through championing Commercial and Company initiatives, like proactively reducing CPH or leveraging Survey referral opportunities.
• Drive an exemplary Expert experience, communicating clearly and managing expectations and timeframes transparently to ensure high levels of satisfaction.
• Manage own development through setting and achieving KPI's and development goals.

Account Management

• 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 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 pro
  Sapient product service suite (i. e. , Surveys) maximising opportunities to cross‑sell and offer solutions to 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.

Team Management

• Lead Associates and Senior Associates throughout the project lifecycle and be accountable for output metrics of the team with particular emphasis on Key Behaviour metrics.
• Provide guidance to and coach Associates and Senior Associates on how and where they can improve both in the near term (immediate project delivery) and over the long 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 pro
  Sapient values champion consistently demonstrating and encouraging our laid out behaviours and values that drive success.

Requirements

1. Project Management – an ability to use established processes and our Platform to deliver on Client's projects, managing own workloads and multiple projects while thriving in a results‑driven environment.
2. Drive & Tenacity – possesses the skills and attitude to work in a rapidly growing business and find ways to overcome challenges constructively, demonstrating a sense of urgency while taking an analytical and diligent approach.
3. Organisational Ability – proven ability to manage own workload and oversee the workloads of others to ensure effective management of multiple projects, stakeholders, and targets.
4. Interpersonal Skills – strong collaboration and team skills with the ability to motivate others towards a common goal.
5. Professional Credibility – ability to communicate about pro
   Sapient, the expert networking and survey industry, as well as key business issues with confidence and gravitas to establish consultative, trust‑based relationships with colleagues, experts and Clients.
6. Relationship Management – able to build effective relationships with Clients that lead to additional project work, referrals to other users and overall account growth.
7. People Management – evidence of effective coaching of others acting as a role model for Associates and Senior Associates and a pillar of pro
   Sapient's values.

Benefits

• Tenure gifts to thank our loyal staff who help the business to grow.
• Full health insurance through Advance
  Care (Once passed probationary period).
• An enhanced Maternity & Paternity package.
• 22 days annual leave each year + statutory public holidays, inclusive of a week's closure over the Christmas period.
• A paid sick leave policy (up to 10 days per year).
• A hybrid working model featuring three days per week in the Lisbon office and two days from home.
• Meal allowance of €9. 6 per working day.
• Team socials, including pizza, Caribbean, Korean food.
• The opportunity to create, lead or participate in one of our many ERG groups.
• Corporate events, bi‑annual Christmas & Summer parties.

We are committed to building an inclusive workplace – if you are interested in the above role, but don't necessarily tick every box, we encourage you to apply anyway – this role could still be a great match! Take a look at our diversity statement here.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Other

Industry: IT Services and IT Consulting

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