Senior Manager Customer Success
3 days ago
Role Purpose: Lead key accounts and project executions for strategic clients in the vertical and act as consultative partner.
Reporting to: Customer Success Lead PnP, FS/EV
Accountabilities
(The accountabilities listed below are only indicative, they are not meant to be exhaustive)
- Accountable for developing relationships with key clients and servicing their research requirements; exploring & generating cross-sell/upsell opportunities.
- Demonstrate expertise across research types such as Brand Health tracking, C-SAT/MS, U&A, etc.
- New opportunity prospecting, taking research briefs, and developing relevant research proposals through suitable research design and sample plans aligned to the brief and business objectives.
- Involved in guiding team members in all research-related stages like questionnaire development, data analysis, report writing, and client presentations to drive smooth project execution independently or with team support.
- Provide advice on project execution, inform clients on progress, and give specific instructions to other departments regarding information collection and electronic processing.
- Handle client queries or complaints, manage client stakeholders, and provide advice and consultation to clients and staff.
Desired Candidate Profile
Qualifications
- 9+ years relevant working experience. Experience in Market Research with quantitative research projects is a must.
- Strong client focus.
- Strong understanding of research techniques to enable meaningful conversations with all client stakeholders and ensure accurate representation of data in reporting and insights.
- Ability to understand all technical aspects of research for internal and client-based conversations.
- Understanding of analysis tools and data interpretation, with excellent numerical skills.
- Able to influence and persuade to develop long-term sustainable relationships.
- Excellent presentation development and delivery skills - confident in presenting insights, stories, and actions in face-to-face or group presentations.
- Displays maturity and creative problem-solving skills in handling crises.
- Able to operate in a multi-cultural environment and handle multiple stakeholders internally and externally.
- Knowledge and exposure to more than one market is an added advantage (preferably worked in the international arena/client side/agency side).
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Senior Manager Customer Success & Market Research
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