CUSTOMER SUCCESS MANAGER POSITION SUMMARY Lead the delivery of Insights Communities while building strong, consultative relationships with clients. Ensure each program meets business goals and delivers an exceptional member experience and insights.KEY JOB RESPONSIBILITIES Manage community setup, recruitment, engagement, incentive management, renewal, and overall healthCollaborate with sales to understand client needs and provide proactive, tailored recommendationsDesign creative solutions using available tools and processes to exceed client expectationsServe as the primary contact for clients, internal teams, and external vendors, fostering and maintaining successful relationships with all partiesLead client calls, strategize on activities to keep community engagedManage vendors and partners to ensure projects stay on schedule and within budgetEnsure timely completion of all deliverables, including meeting deadlines for invoicingContinuously monitor program elements, anticipate/identify potential problems, and manage to resolutionWork within Sago systems effectively throughout life cycle of projectWork collaboratively with clients to provide timely updates on community statusCollaboration and supporting internal and external teams including programming, data processing, insights and reporting (quant and qual)Validation and preparing of deliverables (datasets, reports,



engagement activities/calendars, communications to community members, incentive management)Meet clients' timeline expectations and highest quality of deliverables in the most efficient way maintaining margin for projectsWork in accordance with the SOP's of companyOther duties as assignedRequirements CORE COMPETENCIES Technical orientation, logical thinking, analytical and solution-oriented mindCustomer service, multi-tasking, and time management skillsQuickly adopts to changes and new processesSuperior communication and consultative skillsFocus on quality and attention to detailHigh work ethic and team player attitudeClient FocusEffective communication skills - written and oralCollaboration and TeamworkAbility to multi-task and flexibilityDecision Making and Problem SolvingFluent in English (written and oral)Qualifications Education Bachelor's Degree or equivalentExperience Must have 3-4 years of client-facing experience in a market research workplace and Insight CommunitiesExperience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plusComputer Skills Advanced MS Office skills (Excel, Word, Power Point) requiredExperience in DIY survey tools (e.G. Alida) is a plus#J-18808-Ljbffr

📌 Customer Success Manager (Toronto)
🏢 Sago
📍 Toronto