Customer Success Manager - Market Research

Job Locations US
ID
2022-1470
Category
Customer Success
Position Type
Regular Full-Time

Overview

Suzy puts the voice of the consumer at your fingertips. Whether you’re a novice or an expert researcher, our platform brings advanced tools together with the highest quality audience to deliver insights in minutes. Some of the biggest brands in the world use Suzy to deliver breakthrough products and experiences backed by data-driven decisions. Learn more at www.suzy.com.

 

 

As a Customer Success Manager with Suzy, you will be responsible for managing a portfolio across a range of brand accounts. You will partner closely with clients to understand their business goals and help them to utilize the Suzy platform to inform their brand strategy and to accomplish those goals. You will work hand in hand with the broader Client Success and Center of Excellence (COE) teams to ensure we are delivering long-term value to our clients.



Responsibilities

  • Manage and oversee day-to-day client relationships with a roster of top brands in a variety of industries including food and beverage, financial services, beauty and personal care, healthcare, manufacturing, media, and technology;
  • Conduct in-depth research and study of the clients’ business and industry and analyze their desired business outcomes and required research needs;
  • Work closely with clients to translate their business needs and requirements into feasible solutions and provide strategic recommendations to support clients' business needs;
  • Partner closely with our Center of Excellence (COE) team to field unique and custom brand and research projects to answer clients’ critical business questions and resolve their business issues;
  • Implement customer engagement strategies including quarterly business reviews and joint success plans and identify opportunities and risks of clients’ business;
  • Ability to understand and analyze the consumer research key findings from Suzy in order to provide clients with actionable recommendations and next steps;
  • Deliver client training on platform functionality, escalate clients’ issues and determine solutions and resources to be used, provide ad-hoc customer support as needed;
  • Directly manage the renewal process of each client contract and collaborate with the sales team where applicable to expand client relationship;
  • Gather and analyze clients’ feedback and share that feedback with internal teams to help us continually incorporate the voice of our customers in our product development roadmap

Qualifications

  • Bachelor’s Degree or equivalent
  • 3+ years’ experience working in market research and client management, including ownership of the renewal negotiation process
  • Fundamental understanding of brand strategy and consumer insights
  • Strong project management skills, with the ability to collaborate effectively with cross-functional teams in a fast-paced environment
  • Exceptional analytical skills, paired with an ability to distill critical insights from data and explain findings to clients in a simple, actionable manner
  • Exceptional organizational skills and strong attention to detail is a must
  • Strong verbal communication skills and experience with client presentations and meetings
  • An entrepreneurial mindset and/or attitude
  • Ability to work independently as well as part of a team
  • Problem-solving, lots of hustle, humility, a positive attitude and a sense of humor are a must

 

Benefits:

  • We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
  • A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
  • The opportunity to make an immediate impact as a part of a fast-growing company

 

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work. 

 

Suzy is committed to protecting its customers, employees, partners, and the company as a whole, from damaging acts that are intentional or unintentional. Effective security is a team effort involving the participation and support of every user who interacts with company information/data and systems. It is the responsibility of each individual to help protect company information assets.

 

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