Customer Success Manager

About this role

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
Originally posted on Himalayas