Customer Success Manager

CORE COMPETENCIES:   ·       Technical orientation, logical thinking, analytical and solution-oriented mind ·       Customer service, multi-tasking, and time management skills ·       Quickly adopts to changes and new processes ·       Superior communication and consultative skills ·       Focus on quality and attention to detail ·       High work ethic and team player attitude ·       Client Focus ·       Effective communication skills – written and oral ·       Collaboration and Teamwork ·       Ability to multi-task and flexibility ·       Decision Making and Problem Solving ·       Fluent in English (written and oral)   QUALIFICATIONS   Education: ·       Bachelor’s Degree or equivalent   Experience: ·       Must have 3-4 years of client-facing experience in a market research environment and Insight Communities. ·       Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus.   Computer Skills: ·       Advanced MS Office skills (Excel, Word, PowerPoint) required     Experience in DIY survey tools (e.g. Alida) is a plus

CUSTOMER SUCCESS MANAGER   POSITION SUMMARY:   Lead the delivery of Insights Communities while building strong, consultative relationships with clients. Ensure each program meets business goals and delivers an exceptional member experience and insights.   KEY JOB RESPONSIBILITIES:   ·       Manage community setup, recruitment, engagement, incentive management, renewal, and overall health. ·       Collaborate with sales to understand client needs and provide proactive, tailored recommendations. ·       Design creative solutions using available tools and processes to exceed client expectations. ·       Serve as the primary contact for clients, internal teams, and external vendors, fostering and maintaining successful relationships with all parties. ·       Lead client calls, strategize on activities to keep community engaged. ·       Manage vendors and partners to ensure projects stay on schedule and within budget. ·       Ensure timely completion of all deliverables, including meeting deadlines for invoicing. ·       Continuously monitor program elements, anticipate/identify potential problems, and manage to resolution. ·       Work within Sago systems effectively throughout life cycle of project. ·       Work collaboratively with clients to provide timely updates on community status. ·       Collaboration and supporting internal and external teams including programming, data processing, insights and reporting (quant and qual). ·       Validation and preparing of deliverables (datasets, reports, engagement activities/calendars, communications to community members, incentive management). ·       Meet clients’ timeline expectations and highest quality of deliverables in the most efficient way maintaining margin for projects. ·       Work in accordance with the SOP's of company. ·       Other duties as assigned. CORE COMPETENCIES:   ·       Technical orientation, logical thinking, analytical and solution-oriented mind ·       Customer service, multi-tasking, and time management skills ·       Quickly adopts to changes and new processes ·       Superior communication and consultative skills ·       Focus on quality and attention to detail ·       High work ethic and team player attitude ·       Client Focus ·       Effective communication skills – written and oral ·       Collaboration and Teamwork ·       Ability to multi-task and flexibility ·       Decision Making and Problem Solving ·       Fluent in English (written and oral)   QUALIFICATIONS   Education: ·       Bachelor’s Degree or equivalent   Experience: ·       Must have 3-4 years of client-facing experience in a market research environment and Insight Communities. ·       Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus.   Computer Skills: ·       Advanced MS Office skills (Excel, Word, PowerPoint) required     Experience in DIY survey tools (e.g. Alida) is a plus