Manager Of Market Research Remote

Hustle Consulting (Pty) Ltd; Durban; Remote; ZAR 400 000 - 600 000; Full time

Job summary

A consulting firm in Durban is seeking a Client Success Manager to ensure high client satisfaction with their software products. You will manage the client experience from pre-sale to onboarding, helping clients fully utilize the software. Ideal candidates should have 2-4 years of client-facing project management experience in market research and possess strong problem-solving skills and excellent communication abilities.

Qualifications

• 2-4+ years of excellence in client-facing project management in the market research industry.
• Ability to convey enthusiasm for solving customer issues.
• Fluency in business English with knowledge of various professional terms.

Responsibilities

• Partner with leadership to execute strategic plans for Client Success.
• Develop and maintain API Documentation and product training materials.
• Drive platform utilization by onboarding new clients and providing training.

Skills

Client-facing project management

Sales skills related to Client Success

Problem-solving

Written and verbal communication

Tools

Qualtrics

SQL

API documentation

Job description

Client Success Manager

The Client Success Managers play a critical role in ensuring high client satisfaction as they adopt and scale with our clients' software product(s).

In partnership with clients' Sales Account Managers, the Client Success team owns the client experience starting at the pre‑sale demo, pilot and initial onboarding phase, through to adoption, full utilization and renewal / expansion.

This specific role will focus on supporting the Client Success of the Research Defender suite of products, with a long term vision of expanding the scope of the role to other software products.

This is an individual contributor role reporting to VP, Client Success.

Duties & Responsibilities

• Partner with Client Success Team leadership to execute the overall vision, strategic, and tactical plans for the Client Success department in order to meet company revenue targets.
• Develop and continuously maintain engaging API Documentation and other product training materials to facilitate onboarding and adoption of new products and releases.
• Drive rapid platform utilization by effectively onboarding new clients through delivery and training services, self‑serve content, and hands‑on product support.
• Conduct pre‑sales demos as needed, manage pilot cycles, and onboard new clients, while partnering with Sales account managers to understand clients' businesses, and how our clients' products add value.
• Partner with our clients' internal resources to proactively identify and resolve client pain points that put client loyalty and retention at risk.
• Serve as a liaison between our clients' software and their Product Management team by regularly sharing client feedback and priorities.
• Build and maintain an effective and efficient level 1 software support function to address client concerns with potential product errors.

Desired Experience & Qualification

• 2‑4+ years of excellence in client‑facing project management work in the market research industry.
• Prior experience, or willingness to learn, sales‑related skills that overlap with Client Success; including sales cycle management, sales‑techniques like upselling, contract renewals, etc.
• Ability to convey enthusiasm for solving customer issues, conveying product‑related knowledge and expertise.
• Exceptional organizational awareness, emotional intelligence, and written / verbal communication.
• Proven experience building and maintaining strong relationships with stakeholders at all levels of seniority and experience, within and outside of the company.
• Being coachable, taking extreme ownership, and trusting the process.
• Strong problem‑solving skills and ability to think critically and on your feet.
• Fluency in business English, with a wide knowledge of various professional terms from different industries.
• Polished, succinct, and grammatically correct written communication skills.
• An at‑home fiber internet connection with a minimum speed of 20 Mbps is a requirement of the position.
• Experience working in popular online survey software tools like Qualtrics, Decipher, Confirmit, Alchemer, etc.
• Experience working with API services / products, tools and documentation.
• SQL Experience.