External Customer Success Specialist

September 17

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Description

• The ideal candidate is responsible for executing all assigned tasks related to audience recruitment, rewards and incentives, member engagement, and audience operations/administration. • Projects will be deployed by Audience Experience Strategists or Managers. • The proactivity of measuring and assessing audience milestones as they relate to customer research objectives will encompass ideation through delivery. • This role will be working from home permanently and during U.S. business hours. • Manage bulk of customer management tasks and own full audience experience for assigned accounts. • Execute projects and tasks as assigned by Audience Experience Strategists or Managers. • Consult with team and customers on audience recruitment, rewards, incentives, engagement, and operations. • Provide quality checks on all customer deliverables. • Maintain project timelines and ensure clear communication with internal teams and customers using project boards. • Develop and recruit communities/panels to meet customer research needs. • Regularly consult with customers and account teams to identify and recruit appropriate audience targets. • Ensure member data is accurate and validated regularly. • Measure user life cycles and evaluate participant ROI quarterly. • Assess recruitment frequencies and methods quarterly for effectiveness. • Supplement periods of low research with non-research or secondary research activities. • Monitor rewards/incentives for success monthly. • Analyze industry/audience trends to keep content relevant and engaging. • Ensure compliance with audience experience hours and manage project/workspace accuracy in Asana. • Log all hours purchased by customers weekly for accurate reporting.

Requirements

• Bachelor’s degree in a relevant field. • 1-2 years of experience in managing audience experience or similar B2B customer-facing roles. • Strong attention to detail and focus on execution and efficiency. • Excellent collaboration and teamwork skills. • Effective multi-tasking and prioritization abilities. • High-quality customer service and deliverable focus. • Proficiency in data analysis and reporting. • Excellent verbal and written communication skills. • Adaptable to diverse audience needs and challenges. • Skilled in problem-solving and understanding audience perspectives. • Strong organizational skills for managing multiple accounts. • Experience with Asana, Microsoft Office, and Canva. • Market research panel experience with panel or data is nice to have, but not required.

Benefits

• Permanent WFH • Tax-free compensation • Annual performance bonuses • 10 leave credits after 3 months • HMO coverage after 6 months • Dedicated coaching to enhance performance, communication, and leadership skills • Growth opportunities