Job Description

Experience : 5.00+ years Salary : USD 1950-2145 / month (based on experience) Expected Notice Period : 15 Days Shift : (GMT-05:00) America/Chicago (CDT) Opportunity Type : Remote Placement Type : Contractual Contract Duration : Full Time, 12.00 months (*Note: This is a requirement for one of Uplers\' client - knit) What do you need for this opportunity Primary Skills: Customer Facing, Product Support, Customer Success, Market Research, Project management, SaaS knit is Looking for: The purpose of this role is to drive client customers to feel supported and delighted, with a deep sense of trust in our organization. This job exists to proactively anticipate the needs of our customers while educating them on our product capabilities to equip them to execute successful primary market research projects. This role is critical to the success of client because it is the \'face\' of our product - the human element to the Knit tool we\'re building. Key performance indicators for the Customer Success team and this role: Customer satisfaction (CSAT) Specifically through Product Support & Customer Service and Data Quality Customer credit usage Project Success, defined by customers\' research objectives being met, delivered on time, and always being the highest quality Ultimately the Customer Success team contributes to our larger company objectives of ARR & NRR through driving positive customer experiences that lead to customer retention, renewals, and upsells. Client Customer Success team \'rally cry\' We make sure package customers have the best experience ever, use all their credits, and spend more money with client. Primary responsibilities of this role: Serve as the primary client point of contact for a various of customers (account ownership to be clarified and assigned on a rolling basis) Primary POC encompasses managing customer expectations, leading project management, and ensuring the customer experience at client is smooth and clear Drive Product Education to customers through customer onboarding meetings, demo calls, and email and chat communications Maintaining close customer relationships to proactively identify areas of account growth and/or concerns for potential account churn to equip the Sales & Partnerships team Participate in cross-functional collaboration: Research Services: Some of our customers are on subscription plans giving them access to Full Service Research Support. In the cases where customers leverage this resource, the CSM will collaborate with the Research Services team to execute on projects. Note, the Research Services team will manage 90% of the project execution work. The CSM is solely there as a supporting role to ensure consistency with the customer experience Sales & Partnerships: Our Sales & Partnership team is responsible for securing net new logos and renewing / growing existing ones. Within this framework, they are actively working on renewals, upsells, and crossells opportunities to drive NRR. This means the CS team regularly collaborates with them to ensure Partnerships is: Up to speed on how the customer\'s experience is going with client Aware of where customers are getting the most value of client Notified when upsell and cross sell opportunities are identified Notified when potential concerns of churn arise Product & Tech: Serve as the voice of the customer to the Product team to advocate for tech/product advancements and changes to better suit the customers and their ongoing use cases The most important \'soft skills\' to this role are: The ability to be adaptable (We are a fast-growing startup where product, needs, projects, and customers shift rapidly) A default setting of being proactive rather than reactive (We are in the driver\'s seat guiding our customers!) A clear, consistent, and confident communicator (We are specifically looking for competency on live software demo presentations, leading calls, and answering customer questions on the fly!) Exceptional project management skills (Because we value operating autonomously so you will own customers\' needs and timelines) A high-energy, can-do spirit (Because both our internal team and customers will say you\'re a joy to work with!) This Role Requires: Key Skills & Experiences A successful candidate for this role is a relentless project manager with insights chops. This combination is critical for the role because it makes you empathetic and educated on our market research customers\' needs while also setting you up to drive their projects from start to finish. We are looking for somebody who is excited to shake up the insights industry through innovative AI technology. The most important experiences (and applicant requirements) for the role are: 5+ years of insights or market research experience 5+ years of SaaS or tech start up experience 5+ years in a customer-facing role, being the key driver of client relationships How to apply for this opportunity Register or login on our portal & fill out the application form. Clear the given AI Screening (30 min) and Click on \'Apply\' to get shortlisted Once it\'s all done, your profile will be shared with the client for the Interview round. When selected, just meet the client and get your exciting career started! About our Client - knit: An end-to-end Insights Platform combining the power of Quant, Video and AI to help brands get a quicker and more holistic understanding of their target audience. Gather 1000\'s of quant, qual & video responses from our panel of over 5M consumers in as little as 48 hours. Then let our AI platform do all the work - analyzing the hours and hours of videos instantly through * GPT4-led Contextual Analysis , providing you auto-generated summaries and takeaways, key themes, reports and highlight reels to socialize with your org. About Uplers: Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement. You will also be assigned to a dedicated Talent Success Coach during the engagement. (Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well). So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don\'t hesitate to apply today. We are waiting for you!

foundit