Director, Client Success

About the role

Ipsos is seeking a Director, Client Success with functional expertise and technical knowledge to lead in the execution and coordination of technical projects for the Communities and Custom Panel team.

Responsibilities

• Leading client communications around all project and status updates including timelines for launch, recruitment updates, completes, etc
• Owning development of all client facing documentation and updating of SOPs
• Managing project financials from end-to-end, including generating order forms, tracking budget allocations, updating internal quoting systems, and the invoicing
• Overseeing recruitment strategy, liaising with external vendors to source quotes for specialized/niche audiences and scaling recurring participant needs
• Leading cross-functional operational alignment, constructing agendas and driving weekly status meetings across client teams, internal operations, and specialized technical/dashboard partners
• Maintaining operational integrity by managing project decision logs, updating canonical documentation, and refining standard operating procedures (SOPs) for evolving client workflows
• Responsible for finding and recommending operational solutions and/or cost-saving opportunities to address specific client objectives

Requirements

• 6+ years of marketing research operations experience with a focus on project management and Client Success
• Proven ability to pinpoint issues (ex: quality control, timeline slippage, scope) and manage workload with conflicting priorities
• Process management and improvement experience
• Proven expertise with standard research deliverable outputs (ex: data tables, toplines, report decks, cross-tabulation tools)
• Proven expertise with standard research inputs (ex: questionnaire design, coding specs & tab plans, sample plan & quotas)

Qualifications

• Strong written and oral communication skills, able to effectively articulate project details, issues and resolutions with clients and internal stakeholders at all levels in the organization
• Showcase proactive tendencies, continuously looking for ways to add and create value
• Display critical thinking and analytic skills
• Possess high attention to detail, thrive in a fast-paced environment and be inquisitive

Benefits

In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $100,000 to $115,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.

What’s In It For You

• Career Development
• Exceptional benefits package (including generous PTO, healthcare plans, wellness benefits)
• A flexible workplace policy
• A strong collaborative culture

About Ipsos

Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights.