Job Description What makes this role important at Ipsos? The Ipsos Synthesio Client Success Managers ("CSMs"), are a global team of Synthesio product specialists responsible for supporting clients with all dashboard setup, configuration, training, continued education, and overall product support.

The CSM is the product expert and "Trusted Guide" for clients in learning the platform, driving successful user adoption, and maximizing time to value. They partner closely with Account Managers/Insights Leads who as a team are the main points of contact for a Client.

The primary focus is to connect the dots between a client's business goals and product feature/functionality capability - driving product adoption and value realization (with client retention and growth being the intended byproduct).

What You Can Expect To Be Doing Client Onboarding & User Training

• Initial client onboarding project planning and implementation timeline management
• Ensuring clients are well trained on core product feature/functionality plus all necessary use-case driven training required to foster adoption and speed to value

Product Setup & Configuration

• All Synthesio product setup, configuration, and ongoing optimization support (both initial onboarding and ongoing throughout subscription for new use cases)
• Query development and all necessary data ingestion requirements
• Support data QA, unique sourcing requirements, feasibility assessments, and other product configuration requirements
• Support and guide on report page creation

Technical Product Support

• All general product Q&A and support related to feature/functionality, and troubleshooting
• Bug ticket submission, follow up, and management between product and client
• Ongoing product education required to maintain proficiency (i.e. following all release note and roadmap release)

Project Management

• RFE (Feature Request) submission, tracking, and internal championing on behalf of client(s)
• Service hour tracking and reporting (internal and client facing)
• Product usage data support (i.e. Pendo)
• Backoffice Client environment management (license provisioning)

This might be the job for you if you have:

• 2+ years within a SAAS organization.
• Extensive knowledge and experience of client services processes.
• Strong program and project management skills.
• Proven ability to work independently, without supervisory or administrative support.
• Excellent written and verbal communications skills required.
• Ability to communicate authoritatively about the technical product offerings.
• Ability to handle multiple priorities simultaneously, keeping projects on track to meet deadlines
• Experience in building good relationships with internal and external stakeholders.
• Ability to professionally handle difficult customers & challenging situations.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Strong proficiency in query writing and Boolean search strings is advantageous.
• Fluent written and oral English and French is essential, proficiency in multiple languages is a plus.
• Demonstrable industry knowledge and experience is favorable.

If you don’t meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to! What’s In It For You At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture. Benefits To find out more about all the great reasons to work at Ipsos, how we’re making an impact around the world, and more about our benefits and employee programs, please visit: Why Work at Ipsos | CA

Commitment to Diversity Ipsos recognizes the necessity of building an inclusive culture that values each employee’s individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos’ diverse employees who compile and analyze this data—they are the essence of who we are and what we do.

We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.

Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.

About Us Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years . With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we’re proud to share we’ve received our Great Place to Work Certification in 2022 & 2023!