col-wideJob Description:
**About Cint**:
Cint is a global software leader in digital insights gathering. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the world's largest consumer network for digital survey-based research, made up of over 130 million engaged respondents across more than 130 countries.
More than 2,000 insights-driven companies - including Kantar, Zappi, GfK and SurveyMonkey - use Cint to accelerate how they gather consumer insights and supercharge business growth.
**Overview**:
We're a global software leader in digital insights gathering. Our mission is to create the universal platform for gathering insights to help build better products and services. We are well on our way - but there's still an exciting journey ahead of us. Do you want to join us?
**The Role**:
We are looking for a Senior Customer Success Executive to join our Southern European Team to help us on our mission to help to transform the market research industry.
The Customer Success team works closely with clients to understand their business goals and co-operates with internal departments to ensure providing superb technology and services to our customers. This position is a combination of Account Management and Project Management. Dedicated to Italian speaking clients, you will be responsible for some key accounts from a commercial and operational perspective.
You will work in an agile manner, setting achievable deadlines and goals for yourself & others, ensuring continuous customer success and account management at pace. We expect you to keep a pulse on what's going on, build relationships across the business, anticipate needs of stakeholders before they ask by taking a long-term view of the function as a whole
You should be endlessly curious about customers and their needs and connecting the capabilities of our technology, so they can gain insights.To succeed in this role, you will have a strong sales driven attitude, best case within the market research industry, even in a wider view and being open to manage projects for those customers, so they can use the platform themselves in a Do it yourself approach, while being open to Do it together with them for a limited time. The mix on sales and project management is 80:20.
You can identify problems and opportunities in the market and in customer conversations, connect them with our technology and communicate clearly to stakeholders and team leaders to offer suggestions and solutions if needed, and deliver on own and team targets.
**Role Purpose & Responsibilities**:
- Be the main point of contact for clients; training clients our platform and managing their projects.
- Proactively growing our footprint across all accounts, by driving platform adoption across the customers' business through trainings and on-boarding
- Proactively identify opportunities to help customers optimize their projects, ensuring we leave no money on the table
- Proactively seek opportunities to up-sell to all customers
- Working with Sales to support the acquisition of new customers and driving proactive strategic growth from existing accounts
- Perform consistently and successfully across KPI's and customer satisfaction metrics
- Be highly responsive to all customer needs, leading the industry for speed and quality of response
- Host trainings and workshops for your customers, tailored to their needs.
- Be seen internally as a senior go-to team member with superior knowledge and skills
- Support, mentor, influence junior team members and new starters
- Liaise between the client and the scripting teams - lead them through programming, testing & launch of full-service on-line market research surveys.
- Oversee entire sample fielding process, both internally (via the panels in Cint's platform) and externally (using outside partners).
- Supervised data preparation in SPSS, often directing the compilation of tabs for data analysis.
**Role Requirements**:
- 4+ years of appropriate experience; industries: Market Research or similar in either a customer success, account management or project delivery role is essential
- Fluency in English and Italian is essential for this role - Spanish or French is also beneficial
- Proven track record in delivering success for customers, driving platform adoption, and a structured and proactive approach to growing business
- Solid technical understanding of broader tech and data landscape
- Strong understanding of how to structure, optimize and deliver research projects
- Strong empathy for customers and passion for revenue and growth.
- Analytical and process-oriented mindset.
- Interest in developing Account Management skills.
- Proficient MS Office skills
- Excellent written and verbal communication skills
- Travel: you may be required to travel to see customers within your territory attributes
- A strong team player and positive influence within a team
- Strong problem solver
