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Customer Success Manager Ii
3 months ago
What we're looking for
Our Market Research Customer Success Managers provide the industry's best customer experiences to our highest value Market Research customers.
You'll work in partnership with Sales, Research Services, and other internal departments to ensure that we achieve valuable outcomes for these strategic customers.
Your success requires leading interactions with customers who are completing complex market research projects on Momentive Market Research Platform. You will balance competing or ambiguous factors - including business and customer impact and product feasibility.You are willing to experiment in an evolving environment and have a passion for helping customers achieve their market research goals.
You will report to the Head of Market Research Customer Success. Your primary success metrics include customer enablement, project management, spend acceleration, return rate, and satisfaction.You will
- Promote customers' use of our Market Research Solutions through consultative methods including: education & enablement, expanding use cases, and increasing product frequency
- Manage successful landmarks throughout the customer lifecycle, from onboarding to project planning, executive business reviews, ongoing project management, and renewal
- Take ownership of customer relationships, achieving value on their investment, and partnering with Sales to grow their engagement
- Be a trusted market research advisor to strategic customers
- Develop deep expertise of the product and market research best practices to solve customer problems in imaginative ways
- Need to occasionally work "flexible hours" to support international customers
- As a leader on the team, provide role modeling, job coaching, and active mentorship to other team members
You have
-
5+ years professional experience in a client-facing role,
with direct experience working in market research in the EMEA market
:
- Experience breaking down ambiguous problems into concrete, manageable components and thinking through solutions
- Customerfacing writing, speaking, presentation and listening abilities
- A high degree of curiosity and a willingness to stretch, learn, develop, deal with change, and (at times) be uncomfortable with evolving business and customer needs
- Familiarity with both Salesforce and Gainsight encouraged
- Bilingual (Spanish) is a plus not required
Who we are and what we do
Momentive (
NASDAQ:
MNTV), maker of SurveyMonkey, is a leader in agile experience management, delivering powerful, purpose-built solutions that bring together the best parts of humanity and technology to redefine AI.
Momentive products, including GetFeedback, SurveyMonkey, and its brand and market insights solutions, empower decision-makers at 345,000 organizations worldwide to shape exceptional experiences.
More than 20 million active users rely on Momentive to fuel market insights, brand insights, employee experience, customer experience, and product experience.
Our vision is to improve human experiences by amplifying individual voices. Learn more atWhat we offer our employees
Momentive is a place where the curious come to grow and shape what's next.
By embedding inclusion into our processes, policies, benefits, and culture for our 1,600+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can excel.
We've won multiple Culture and Employee awards, including Comparably's Best Workplace for Women and Diversity, and received recognition for our forward-looking benefits policies, including best workplace for parents, vendor benefits standards, our annual holiday refresh, retirement benefits, and Take 4 sabbaticals.
Our commitment to an inclusive workplace
Momentive is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination.
We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.
Accommodations are available for applicants with disabilities.