Client Success Manager

2 weeks ago

Cape Town, South Africa Rep Data LLC Full time

Rep Data Client Success Managers play a critical role in ensuring high client satisfaction as they adopt and scale with Rep Data’s software product(s). In partnership with clients' Sales Account Managers, the Client Success team owns the client experience starting at the pre-sale demo, pilot and initial onboarding phase, through to adoption, full utilization and renewal/expansion. This specific role will focus on supporting the Client Success of the Research Defender suite of products, with a long term vision of expanding the scope of the role to other Rep Data software products. This is an individual contributor role reporting to VP, Client Success.**SHIFT AND LOCATION**
The shift for this position aligns with US business hours in Central Time, which equates to 3pm - 12am SAT from March to November and 4pm - 1am SAT from November to March.-
What you will do:

- Partner with Client Success Team leadership to execute the overall vision, strategic, and tactical plans for the Client Success department in order to meet company revenue targets
- Develop and continuously maintain engaging API Documentation and other product training materials to facilitate onboarding and adoption of new products and releases
- Drive rapid platform utilization by effectively onboarding new clients through delivery and training services, self-serve content, and hands-on product support
- Conduct pre-sales demos as needed, manage pilot cycles, and onboard new clients, while partnering with Sales account managers to understand clients’ businesses, and how Rep Data’s products add value
- Partner with your clients and internal resources to proactively identify and resolve client pain points that put client loyalty and retention at risk
- Serve as a liaison between Rep Data’s software clients and our Product Management team by regularly sharing client feedback and priorities
- Build and maintain an effective and efficient level 1 software support function to address client concerns with potential product errors

What you bring:

- Required
- 2-4+ years of excellence in client-facing project management work in the market research industry
- Prior experience, or willingness to learn, sales-related skills that overlap with Client Success; including sales cycle management, sales-techniques like upselling, contract renewals, etc.
- Ability to convey enthusiasm for solving customer issues, conveying product-related knowledge and expertise
- Exceptional organizational awareness, emotional intelligence, and written/verbal communication
- Proven experience building and maintaining strong relationships with stakeholders at all levels of seniority and experience, within and outside of the company
- Being coachable, taking extreme ownership, and trusting the process
- Strong problem-solving skills and ability to think critically and on your feet
- Fluency in business English, with a wide knowledge of various professional terms from different industries
- Polished, succinct, and grammatically correct written communication skills
- An at-home fiber internet connection with a minimum speed of 20 Mbps is a requirement of the position
- Preferred
- Experience working in popular online survey software tools like Qualtrics, Decipher, Confirmit, Alchemer, etc
- Experience working with API services/products, tools and documentation
- SQL Experience
- Bachelor's degree
- Attributes:

- A multi-tasker and self-starter, with strong time management and prioritization skills
- Passionate about building processes and pivoting as needed in an ambiguous startup environment
- Comfortable navigating difficult supply partner conversations and come to a satisfactory resolution
- Hard-working and ambitious, with a passion for driving growth via supply partner retention and cross-selling

What we offer:

- Competitive base salary, plus opportunity for quarterly bonus program based on company and individual performance
- Employer-provided medical stipend
- Self managed time off program
- Birthday day off program
- SA holidays observed
- Parental leave
- Company-provided retirement and life cover contribution (planned for spring 2024)
- Company-provided computer (immediately) and CPU (if desired, after probationary period)
- An opportunity to work with some of the best and brightest in the market research industry and drive large-scale innovation in "restech"

About Rep Data

Rep Data consists of a group of experienced industry veterans looking to revolutionize the survey data and sampling process. Our clients include the world’s top management consultancies, market research agencies, and brands. Our mission is to make our clients’ research process easier and to be a reliable, repeatable data collection partner - for life
** **If you are passionate about delighting customers and simplifying the inherent complexities of data collection, we want to hear from you

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