Client Success Manager
Client Success Manager
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Job Description
What makes this role important at Ipsos
The Ipsos Synthesio Client Success Managers (CSMs) are a global team of Synthesio product specialists responsible for supporting clients with all dashboard setup configuration training continued education and overall product support.
The CSM is the product expert and Trusted Guide for clients in learning the platform driving successful user adoption and maximizing time to value. They partner closely with Account Managers/Insights Leads who as a team are the main points of contact for a Client.
The primary focus is to connect the dots between a clients business goals and product feature/functionality capability - driving product adoption and value realization (with client retention and growth being the intended byproduct).
What you can expect to be doing:
Client Onboarding & User Training
- Initial client onboarding project planning and implementation timeline management
- Ensuring clients are well trained on core product feature/functionality plus all necessary use-case driven training required to foster adoption and speed to value
Product Setup & Configuration
- All Synthesio product setup configuration and ongoing optimization support (both initial onboarding and ongoing throughout subscription for new use cases)
- Query development and all necessary data ingestion requirements
- Support data QA unique sourcing requirements feasibility assessments and other product configuration requirements
- Support and guide on report page creation
Technical Product Support
- All general product Q&A and support related to feature/functionality and troubleshooting
- Bug ticket submission follow up and management between product and client
- Ongoing product education required to maintain proficiency (i.e. following all release note and roadmap release)
Project Management
- RFE (Feature Request) submission tracking and internal championing on behalf of client(s)
- Service hour tracking and reporting (internal and client facing)
- Product usage data support (i.e. Pendo)
- Backoffice Client environment management (license provisioning)
This might be the job for you if you have:
- 2 years within a SAAS organization.
- Extensive knowledge and experience of client services processes.
- Strong program and project management skills.
- Proven ability to work independently without supervisory or administrative support.
- Excellent written and verbal communications skills required.
- Ability to communicate authoritatively about the technical product offerings.
- Ability to handle multiple priorities simultaneously keeping projects on track to meet deadlines
- Experience in building good relationships with internal and external stakeholders.
- Ability to professionally handle difficult customers & challenging situations.
- Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
- Strong proficiency in query writing and Boolean search strings is advantageous.
- Fluent written and oral English and French is essential proficiency in multiple languages is a plus.
- Demonstrable industry knowledge and experience is favorable.
If you dont meet 100% of the requirements we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization not just the one youre applying to!
Whats in it for you:
At Ipsos youll experience opportunities for Career Development an exceptional benefits package (including generous PTO healthcare plans wellness benefits) a flexible workplace policy and a strong collaborative culture.
To find out more about all the great reasons to work at Ipsos how were making an impact around the world and more about our benefits and employee programs please visit:
Why Work at Ipsos CA
Commitment to Diversity
Ipsos recognizes the necessity of building an inclusive culture that values each employees individuality and diverse perspectives. For more than 40 years our mission has been to generate and analyze data about society markets brands and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos diverse employees who compile and analyze this datathey are the essence of who we are and what we do.
We are committed to providing equal opportunity to all employees creating an environment that promotes inclusion and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner in line with code of best practices concerning diversity and inclusion human rights equality and civility for every individual.
Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin protected veteran status or any other protected class and will not be discriminated against on the basis of disability.
#LI-FM1 #LI-Hybrid
Required Experience:
Manager
Employment Type
Full Time
