SENIOR CLIENT SUCCESS MANAGER

Summary of role:Your primary focus will be to deliver a great client experience by meeting clients strategic insights needs, either by supporting their Do-It-Yourself (DIY) studies, Assisted DIY and field and tab projects on our Toluna Start and Confirmit survey platforms and Toluna Analytics reporting platform. We havegreat (onboarding) training sessions to support you on this journey.Responsibilities:Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.Partnering with clients to establish critical goals, key performance indicators and success measures while leading the client in achieving their goalsBe an advocate for clients’ needsWork on both quantitative as qualitative studiesBe Toluna Start expert for our clientsResponsible for initial end- client training and onboarding on the TS platform and processesProactively contact & train clients on new products/enhancementsTrain clients/users on custom survey approach and Toluna AnalyticsOn-going account support for end-clients using Toluna Start in ‘do it yourself’ or do it with you’ modeAdoption and championing of all platform based solutionsProject Management on DIY, ADIY or Field and TabQuestionnaire optimization/logic reviewRoutinely review client’s programming to ensure best practices are met and implementedProject ManagementProgram surveys or work with Survey Programming team (according to agreed rules)Responsible for programming projects in a timely manner while keeping the client updated throughout the process.Ensures programming edits are implemented accurately and test link is checked before sending to client.Coordinate overall project activitiesUpdate client on progress at regular intervals and provide regular fieldwork updates to the clientMonitor data quality on ADIY projectsPerform data quality checks including regular review and removal of poor quality open ended responsesAdminister/monitor fieldwork either fielded by you or fielded by the Field management team (according to agreed rules)Monitor account growth with goal of increasing credit spend and platform usageEnsure timely communication with sales and client lead is being practiced, including Update on credit balance/spending trends, License status (upcoming expirations) and CS next steps for accountThroughout project life-cycle issue PCFs (Project change form) for any scope/cost creepHelps with training and mentoring of the new team membersAttends client calls or face to face meetings as required and depending on locationSupport Team Leads with some admin tasks and management tasksMust have:A high Level of professionalism and integritySelf-motivation8+ years of experienceMandatory advanced level of English and Spanish (written and spoken);The ability to work in a very fast-paced environmentAble to work independentlyBe proactive while multi-tasking & taking a hands-on approach with a can-do attitudeExceptional project management abilities, with a proven track record of successfully leading and managing multiple projects from start to finish at the same timeExcellent communication skills, including the ability to communicate processes and ideas to a broad range of audiences, including clients and internal stakeholdersOur Values:Integrity and respect. We treat our colleagues, clients and partners how we want to be treated.Success in unity. We deliver results by working as a team with common goals.Smart decisions in action. We implement plans without delay and stay nimble to change on demand.Make it simple. We simplify complexity, making the complex easy to understand.Be bold. We welcome big and small ideas that challenge and inspire us to change.Delight customers. We work tirelessly to exceed expectations, turning satisfaction into delight.Reward great work. We believe performance is the reason for advancement. Do good work and good things come.Toluna is an equal opportunities employer. We commit to keeping Toluna an inclusive, respectful, equal, and diverse workplace. One small way we’re focused on moving ourselves – and the world- forward.With +40 million influencers across the globe, we look like you do, like the world does: made up of every ethnicity, social background, sexual orientation, religion, gender, age, or ability.