Manager Of Market Research Remote

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

Job summary

A consulting firm seeks a Client Success Manager responsible for ensuring high client satisfaction through effective onboarding and scale of software products. The role collaborates closely with Sales to manage client experiences from pre-sale to expansion. Candidates should have 2-4+ years in client-facing project management, exceptional problem-solving skills, and fluency in business English. Experience with online survey tools and API services is essential.

Benefits

Flexible working hours

Work from home allowance

Qualifications

• 2-4+ years of excellence in client-facing project management work in the market research industry.
• Proven experience building and maintaining strong relationships with stakeholders.
• Fluency in business English with a wide knowledge of various professional terms.

Responsibilities

• Partner with Client Success Team leadership to execute the overall vision and plans.
• Drive rapid platform utilization by effectively onboarding new clients.
• Manage pilot cycles and onboard new clients while partnering with Sales account managers.

Skills

Client-facing project management

Strong problem-solving skills

Emotional intelligence

Fluency in business English

Experience with online survey tools

Experience with API services

Tools

Qualtrics

Decipher

Confirmit

Alchemer

SQL

Job description

Client Success Manager

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.
• Sserve 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.