Client Success Manager in Hamburg bei Toluna

Client Success Manager

Hamburg/Frankfurt, Germany

TOLUNA

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.

Introduction

Your primary focus will be to deliver a great client experience by meeting clients' strategic insights needs, either by supporting their DIY, ADIY (assisted DIY), or Field and Tab projects.
You will be integrated in a team of established researchers but have full ownership over DIY, ADIY or Field and Tab projects.

Responsibilities:

• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Be expert and proponent of Toluna Start, our proprietary consumer insights platform, for external and internal audiences
• Responsible for initial end-client training and onboarding on the Toluna Start platform
• Proactively contact & train clients on new solutions/enhancements
• Advise clients/users on custom survey approach and online reporting capabilities based on Toluna Analytics
• Questionnaire optimization/logic review
• Routinely review client’s programming to ensure best practices are met and implemented
• Project Management on DIY, ADIY or Field and Tab:
  • Coordinate overall project activities with internal teams and clients
  • Program surveys on your own or work with expert teams while ensuring programming edits are implemented accurately in a timely manner, and test link is checked before sending to client.
  • Administer/monitor fieldwork either fielded by you or fielded by the field management team
  • Monitor data quality
• Enable account growth by proactively consulting on optimisation and opportunities for further usage. Ensure timely communication with sales and client lead is being practiced, including update on license status and credit balance/spending trends
• Coaching and support of junior staff members

Required skill set:

• 2+ years of experience in quantitative market research
• Ability to present a DIY platform and explain their solutions in a clear and engaging way
• Fluent in German and English client conversations
• A high level of professionalism and integrity
• Self-motivation
• 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 stakeholder

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.

What we offer:

At Toluna you will find an exciting and multicultural place to work. We employ the best and the brightest in our industry and we are always looking for rising stars to join our team.

We are proud of our staff members and we offer competitive salaries, a wide range of benefits and the chance to progress your career within a truly global organization.

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.

Join our global team. We welcome big thinking and reward