Rentrak (Nasdaq: RENT) is a global digital media measurement and research company, serving the most recognizable companies in the entertainment industry. With a reach across numerous platforms including box office, multi-screen television, and home video, Rentrak has developed more efficient metrics to be used as alternative currencies for the evaluation and selling of media.
This critical role will oversee the Linear Television Client Service Division. This division is responsible for the retention of clients, upselling of services and increasing using of Rentrak products with customers. Rentrak is seeking a strong leader to manage a team and develop best practice client services processes, metrics and standards in order to ensure that our outstanding products and services consistently exceed client expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Management of direct account management staff and phone support team.
Building, structuring and managing a world-class client services division consisting of face to face servicing of our large customers and first rate phone support for all customers.
Maintain high levels of customer satisfaction measured by Referencable clients and Raving Fans.
Design a system to gain ongoing feedback and satisfaction levels of customers for both staff and products.
Identify upselling opportunities for existing customers. Coach and train team members in upselling techniques.
Develop new applications by preparing specifications; conferring with product development teams.
Retain 95% of existing customers at a 30% increase in current services rate. Increase business by 20% per year with new services.
Contribute to sales strategies by evaluating current product results; identifying client needs; monitoring competitive products; analyzing and relaying customer reactions.
Serve as a subject matter expert in both client services and media measurement through educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations.
Understand client’s goals in order to help create repeat business and identify upselling opportunities.
Communicate client’s expectations and requirements to internal teams to create positive solutions.
Act as a senior level resource for account management staff and client services staff.
EDUCATION and/or EXPERIENCE
Bachelor’s degree (B.A.) in business, marketing, communications or related field. Master’s degree preferred.
5+ years’ experience managing and mentoring staff in a client services function serving multiple clients.
5+ years’ experience account management including successfully meeting sales and renewal goals.
Demonstrated ability to establish partnerships and alliances with external clients and internal departments.
Strong abilities with computer applications including PowerPoint, Excel, Outlook and Rentrak products.
Experience successfully building and developing an outstanding Client Services team.
We offer a friendly team oriented workplace and our benefits are among the best in the business including matching 401K program, medical, dental, vision, disability and life insurance, wellness programs, tuition reimbursement, an extremely generous vacation package and more.
Rentrak proudly supports Affirmative Action. Rentrak is an Equal Opportunity Employer. Employment is contingent upon successful completion of background investigation and pre-employment drug screen.
- No recruiters or agencies please.