Customer Success Manager

Job summary

The Customer Success Manager will lead the delivery of Insights Communities while building strong, consultative relationships with clients to ensure program success. They are responsible for managing community engagement, project timelines, vendor coordination, and providing tailored recommendations to meet business goals.

Job details

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

What you’ll do

The Customer Success Manager will lead the delivery of Insights Communities while building strong, consultative relationships with clients to ensure program success. They are responsible for managing community engagement, project timelines, vendor coordination, and providing tailored recommendations to meet business goals.

Requirements

Candidates must have a Bachelor's degree and 3-4 years of client-facing experience within a market research or Insight Communities environment. Proficiency in MS Office and experience with DIY survey tools are required, along with strong analytical and communication skills.

Listed skills

• Client Relationship Management · Preferred
• Project management · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Consultative Selling · Preferred
• Time management · Preferred
• Problem solving · Preferred
• MS-Office · Preferred
• Collaboration · Preferred
• Attention to detail · Preferred
• Reporting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Market Research
• Client Relationship Management
• Project Management
• Data Analysis
• Communication
• Consultative Selling
• Time Management
• Problem Solving
• MS Office
• Survey Tools
• Strategic Planning
• Vendor Management
• Collaboration
• Attention To Detail
• Reporting
• Customer Success Management
• Ability To Meet Deadlines
• Solution-Oriented
• Effective Communication
• Strong Work Ethic
• Microsoft Excel
• Management
• Decision Making
• Customer Service
• Data Processing
• Computer Literacy
• Critical Thinking
• Data Collection
• English Language
• Sales
• Invoicing
• Microsoft Office
• Multitasking
• Microsoft PowerPoint
• Research Design
• Teamwork
• Detail Oriented

Job areas

• Customer Service & Support
• Science & Research
• Management & Leadership
• Consulting
• Data & Analytics
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers