Senior Client Services Manager

at  Latana

ABOUT LATANA

We are Latana, a cutting-edge consumer insights platform that helps organisations to make better marketing decisions. Latana enables its clients to accurately measure and track how people perceive their brand. We are working with some of the hottest B2C brands, including Epic Games, NZXT and Bunq - and we’re just getting started! Our vision is to lead the development of a new generation of research technologies that enable us to better understand the needs, desires and preferences of people around the world.

YOUR SKILLS AND EXPERIENCE

• Education: You have a degree in business administration, market research, statistics, or similar data-related fields.
• Experience: You bring several years of experience (ideally 5+) of account management, project management, client services, or any related field.
• Industry experience: You have 3+ years of research experience in a client-facing role, desirably in online research. Experience in the market research industry is a huge plus.
• Personal competency: You have strong client-facing skills with the ability to build rapport, communicate technical concepts effectively, and resolve issues diplomatically.
• Technology: You are proficient in using CRM systems to manage client interactions (e.g., Hubspot, Salesforce, Zoho). Familiarity with JIRA and other prioritisation tools is a plus.
• Analytics: You have excellent command of Google Sheets or MS Excel for efficient data handling. Experience using SQL, Python, or any programming language is not required but a plus.

ABOUT THE ROLE

Latana is actively seeking a Senior Client Services Manager to join its wider Commercial team. In this pivotal role, you will serve as the main point of contact between Latana’s clients, its product and operations teams, and the commercial area. Drawing on your data-driven approach and interpersonal skills, you will engage in a dynamic array of responsibilities. Your key duties will include managing the delivery of Latana’s brand trackers to clients, ensuring high-quality data delivery service, and ensuring client satisfaction.

YOUR RESPONSIBILITIES

• You oversee projects from inception to completion. You are responsible for, planning and organising projects throughout their lifecycle (project setup, data collection, data processing, quality assurance, and presentation of results).
• You serve as the primary contact for a designated client base, offering guidance on project implementation and building trusting relationships.
• You work closely with the commercial team, contributing to strategic account planning and development. You translate client business needs into features and innovative offerings in collaboration with the product team.
• You assist with data analysis, processing, reporting, and occasionally engaging in technical documentation tasks.
• You champion ongoing process enhancements to refine Latana’s client service delivery.