Client Success Manager Madrid, Hybrid
About us: Toluna empowers leading brands and agencies to conduct research without limits by unifying the best of technology, the best of research science, the best of global panel, and made-to-measure service to scale your business.
Toluna is powered by 2500 employees worldwide, delivering critical insights in over 90 markets to over half of the Fortune 500.
Together, we strive to push the field of market research toward a better tomorrow.
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 have great (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 goals.Be an advocate for clients' needs.Work on both quantitative and qualitative studies.Be Toluna Start expert for our clients.Responsible for initial end-client training and onboarding on the TS platform and processes.Proactively contact & train clients on new products/enhancements.Train clients/users on custom survey approach and Toluna Analytics.On-going account support for end-clients using Toluna Start in 'do it yourself' or 'do it with you' mode.Adoption and championing of all platform-based solutions.Project Management on DIY, ADIY or Field and Tab.Questionnaire optimization/logic review.Routinely review client's programming to ensure best practices are met and implemented.Coordinate overall project activities.Update client on progress at regular intervals and provide regular fieldwork updates to the client.Monitor data quality on ADIY projects.Perform data quality checks including regular review and removal of poor quality open-ended responses.Administer/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 usage.Ensure timely communication with sales and client lead is being practiced, including updates on credit balance/spending trends, license status (upcoming expirations), and CS next steps for account.Throughout project life-cycle issue PCFs (Project change form) for any scope/cost creep.Help with training and mentoring of the new team members.Attend client calls or face-to-face meetings as required and depending on location.Support Team Leads with some admin tasks and management tasks.Must have:A high level of professionalism and integrity.Self-motivation.5-8 years of experience.Mandatory advanced level of English and Spanish (written and spoken).The ability to work in a very fast-paced environment.Able to work independently.Be proactive while multi-tasking & taking a hands-on approach with a can-do attitude.Exceptional project management abilities, with a proven track record of successfully leading and managing multiple projects from start to finish at the same time.Excellent communication skills, including the ability to communicate processes and ideas to a broad range of audiences, including clients and internal stakeholders.Our 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.
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