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