Customer Success Manager

Requirements

KEY JOB RESPONSIBILITIES:

• Manage community setup, recruitment, engagement, 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
• 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)
• Meet client's 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 mind
• Customer service, multi-tasking, and time management skills
• Quickly adopts to changes and new processes
• Superior communication 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
• 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
  

Benefits

• Free Gourmet Tea/Coffee on the house
• Extensive Mediclaim Benefit
• Free Pick-up and drop Cab facility for up to 40 Kms from Office location