Customer Success Manager

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