RRC Dual Client Services Manager Position Description

Company Overview: Established in 1981, the Radio Research Consortium (RRC) is a not-for-profit independent research organization that specializes in providing Nielsen audience estimates and in-depth analysis to non-commercial radio stations across the United States. RRC is a crucial intermediary between Nielsen and its client stations, delivering weekly, monthly, and quarterly data reports and analyses.

Position Overview: The Dual Client Services Manager is responsible for support and customer service for an assigned list of clients in both Diary and PPM markets. This includes working with station staff members from various departments, answering questions, providing customized training on software usage and how to interpret audience data, and maintaining regular contact with clients.

Key Responsibilities:

Product and services expertise
Training of station staff
Consultations on how to interpret station data
Demonstration/explanation of additional products and services to encourage purchases that meet client needs
Regular communication with clients; act as liaison between clients and Nielsen
Contacting inactive clients to encourage renewals
Database maintenance

Detailed Job Functions:

Product and services expertise. Develop and maintain a detailed knowledge and understanding of Nielsen and RRC products and services including but not limited to: Nielsen eBook, Tapscan Web, LPCcloud, PD Advantage, PPM Analysis Tool, PPM Weeklies, Scarborough, PPM and Diary measurement methodologies, and other reporting.
Training station staff individually or in groups, and in industry groups via webinars conducted by RRC or other industry partners. Prepare reports and other presentation materials, present training, respond to questions, and follow up as needed. Assist with promotion of webinars. Run reports and teach clients how to run reports.
Conduct customized consultations for clients, with deep dives into their data, explain how to interpret the data, what the specific data points mean, and suggest actions based on what the data shows.
Sales of additional products and services, based on client needs. Assess whether the client’s current subscription is best serving their needs, and if they can benefit from different or additional products, demonstrate and explain those products and any additional services.
Communication. Maintain regular communication with client list, become familiar with stations and their needs, and ensure they feel comfortable reaching out with questions or support. Act as their liaison with Nielsen, and advocate for non-commercial stations with Nielsen.
Follow-ups with inactive clients. On a pre-determined, regular schedule, conduct outreach to inactive clients to update them on RRC business, products, and services, and express the various ways the RRC supports non-commercial stations, aiming to encourage purchase of data.
Database maintenance. Update CRM, website, and email marketing platforms when there is a change in station personnel. Add notes to CRM detailing communications with stations.

Other Job Functions:

Represent the RRC at industry conferences, meetings, webinars, and other events both in person and virtual, to include Nielsen, MRC, Greater Public, PMCC, NFCB, CDP, SRG, CMB, Jacobs Media, and others.
Travel to visit stations when appropriate or requested by clients, in order to provide training, consultations, or additional customer service.
Prospect non-client stations and deliver informational materials about beneficial products and services; determine appropriate subscription package. Respond to non-client communications of interest.
Work in concert with the RRC team to further the RRC’s mission, including but not limited to: supporting the production team with information and assistance; assisting with B2B marketing, promotion, and support by writing articles for the quarterly newsletter, drafting social media posts, creating and assembling email campaigns in MailChimp, posting information to the RRC website; and envisioning and developing new products and services.
Other duties as assigned.

Required Education, Knowledge, Skills, and Abilities

A four-year degree in a related field and a minimum of five years experience, preferably in customer relations, client support, or other related field
Excellent written and verbal communication skills
A strong desire to build collegial relationships with clients
Ability to work both independently and collaboratively in a fast-paced environment
Highly detail-oriented; demonstrate your attention to detail by sharing your favorite animal in your cover letter
A professional and congenial demeanor
Proficiency with technology systems/tools including but not limited to Microsoft Office, Adobe Suite, CRM, CMS, email marketing platforms
Working knowledge of Nielsen Audio audience measurement methodologies and terms

Preferred Education, Knowledge, Skills, and Abilities

Knowledge, understanding, and appreciation of the mission and core values of non-commercial radio
Deep understanding of audience measurement and reporting
A passion for data and data-driven strategies, and for helping others understand complex information
Ability to learn quickly and be flexible
Creative problem-solving skills and the ability to adapt to changing priorities
An outgoing and engaging personality

Position Status: Permanent, full-time, salaried

Salary: Commensurate with qualifications and experience

Benefits: Radio Research Consortium offers a generous benefits package and flexible work environment. Benefits include health, dental, and vision insurance, partially paid by the RRC; 401(k) with a 10% company match; holiday, sick, and vacation leave; and a deep respect for work-life balance.

Work location: This is a remote position. Some travel required.

Applications: Interested candidates are invited to submit a cover letter, detailed resume, and three professional references to:

applicant@RRConline.org

Radio Research Consortium, Inc.

P.O. Box 1309

Olney, MD 20830-1309

Attn: Molly Davis