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
