Customer Success Associate at Planet supporting clients with onboarding and inquiries. Collaborating cross - functionally to deliver seamless customer experience for key programs.
About the role
- Customer Success Specialist responsible for delivering insights communities and enhancing client relationships. Key focus on recruitment and engagement while ensuring exceptional member experiences in a hybrid workplace.
Responsibilities
- Support the delivery of insights communities, including leading recruitment efforts, while building strong, consultative relationships with clients.
- Ensure each program meets business goals and delivers an exceptional member experience.
- Manage community recruitment for internal full service and external clients.
- Support community setup, engagement, renewal, and overall health.
- Collaborate with sales to understand client needs and provide proactive, tailored recommendations.
- Collaborate with Customer Success colleagues to design and implement solutions to exceed client expectations.
- Point of contact for clients, internal teams, and external vendors, foster and maintain 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.
- Work within Sago systems effectively throughout life cycle of project.
- Work collaboratively with clients to provide timely updates on community status.
- Support preparation 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.
Requirements
- Bachelor’s Degree or equivalent
- Must have 1-2 years of client-facing experience managing sample in a market research environment.
- Experience with research design, reporting, data analysis, international data collection, multi- mode methodology, is a plus.
- MS Office skills (Excel, Word) required
- Experience in DIY survey tools (e.g. Alida) is a plus
- Fluent in English (written and oral).
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.
Job title
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