Role overview

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