Director, Client Success

Ipsos•Culver City, CA

4d•Onsite

About The Position

Ipsos is seeking a driven 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. This role is important at Ipsos for leading client communications, owning client-facing documentation, managing project financials, overseeing recruitment strategy, and leading cross-functional operational alignment.

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)
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
Proactive tendencies, continuously looking for ways to add and create value
Critical thinking and analytic skills
High attention to detail
Thrive in a fast-paced environment
Be inquisitive

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
Manage project financials from end-to-end, including generating order forms, tracking budget allocations, updating internal quoting systems, and the invoicing.
Oversee recruitment strategy, liaising with external vendors to source quotes for specialized/niche audiences and scaling recurring participant needs.
Lead cross-functional operational alignment, constructing agendas and driving weekly status meetings across client teams, internal operations, and specialized technical/dashboard partners.
Maintain 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