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.

Requirements

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