What are the responsibilities and job description for the Customer Success Manager (Market Research Platform) position at My-Take?
Seeking an energetic and results oriented individual to lead account/client management, platform education, and select research services for clients selecting a SaaS or Hybrid insight community solution. Additionally, the individual will play a role in developing methodologies/processes to facilitate growth for this segment of business and recommending potential platform enhancements to better serve clients.
Online insight communities allow companies/brands to secure immediate and in-depth end consumer (customer) insights for improved decision making and bottom-line results. Not only does the client receive direct answers to current business questions but they also receive valuable insight from listening to customer feedback on an ongoing basis. In addition, insight communities allow companies to co-create with their consumers (customers).
My-Take operates a proprietary insight community platform that hosts communities for our clients. Success in this role will require quickly gaining expertise on the platform in order to confidently advise and serve clients.
SaaS clients would be utilizing the My-Take platform in a DIY capacity with dedicated support as needed. Hybrid clients would also include select professional services such as community administration, activity (survey) programming, and potentially opportunities for data analysis/reporting.
Major Responsibilities:
- Account management: professional and enthusiastic interaction with clients including developing and executing plans that will deliver insight goals and drive value.
- Project management/planning: successful onboarding and account life cycle management including renewals.
- Client education: utilize expert knowledge of the platform to train clients and assist them when needed.
- Tech support: troubleshooting issues with clients and being able to determine user error vs. actual issues; working with our internal Tech team on fixes/enhancements as needed.
- Moderation/facilitation (select accounts): creation and maintenance of a positive and effective online insight community environment that will deliver high ongoing member engagement and interaction.
- Activity programming and quality assurance (select accounts): building studies, most commonly surveys, through the My-Take platform.
Requirements:
- BA or BS in Business, Economics, or a related field
- At least 3-5 years of Market Research experience in a similar environment or in a position with demonstrated transferable skills
Desired Skills & Traits:
- Proactive worker with a strong sense of initiative/ownership
- Strong communication skills – verbal and written
- High level of technological proficiency with market research process tasks and B2B software platforms
- Impeccable attention to detail
- Strong client relationship-building skills
- Natural curiosity to learn a new platform and new platform features
- Comfort/confidence leading calls and live training sessions with clients
- Ability to prioritize and multitask effectively, while keeping up with client requests/needs
- Ability to understand/interpret/analyze market research data
- Experience with survey/market research software platforms
- Proficient in Excel and PowerPoint