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. 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