Aytm “Ask Your Target Market” is a high-growth, market-leading, insights technology platform that allows users create and execute online surveys. Aytm empowers researchers at consumer brands and agencies by getting them actionable data more quickly and affordably than a traditional full-service custom research model.
Often known as a "Customer Success", at aytm we prefer the nomenclature of "Clients" over "Customers". The goal of a Senior Manager, Client Success is to enable product adoption and create superior experiences for aytm’s clients. This player-coach position will manage a team of specialists and will be responsible (independently and as a manager of a team) for training users on aytm’s platform and empowering them to learn-by-doing as they execute survey research.
The Senior Manager, Client Success opportunity has a dedicated set of accounts that they care for and manage -- leading onboarding, doing demonstrations and account-specific trainings, orchestrating resources... and delivering assisted service when needed with the help of junior team members. In their work with clients, they track core metrics and proactively identify opportunities to help champion the voice of customers to influence aytm’s messaging and product development. They partner with Sales, Account Management, Panel Operations, Learning and Enablement, Research Services and other functions at aytm to drive value and help clients get what they need out of their full aytm experience.
This position requires someone with deep client orientation, excellent critical thinking skills, ability and resilience to solve complex challenges and strong technical focus.
RESPONSIBILITIES
As a leader:
- Manage, mentor and train client success specialists on aytm's platform and build technical knowledge to advance the team’s skillset and growth.
- Oversee their team members, as they partner with clients to train and build surveys, navigate results on aytm’s results page and provide any defined assisted services.
- Take accountability for the overall performance and development of specialists assigned to them.
- Mentor, train, and provide technical guidance to individual members of the team.
- Implement improved processes and workflows (both within and across team) to maximize efficiency and scalability for aytm’s growing client base.
As a contributor:
- Drive value for a dedicated list of client accounts by leading training and demos to clients.
- Independently deliver defined assisted services.
- Identify opportunities for and lead periodic account-based training, partnering with Learning and Enablement to develop and tailor content.
- Maintain client metrics to build strategic understanding, spot patterns and identify opportunities (e.g., client dossiers, project classification, etc.).
- Help champion the voice of the customer to build features and messaging that are needed by clients.
- Develop full proficiency across aytm’s advanced logic and features.
- Be fluent and resourceful in different ways to get key survey jobs done on aytm’s platform and able to articulate pros and cons of different approaches (e.g., ranking vs. max diff).
- Communicate articulately with clients to provide execution updates as necessary.
- Perform independently and collaborate as part of a team in a remote, virtual, and entrepreneurial setting.
QUALIFICATIONS
- 5+ years’ experience in quantitative market research, preferably supplier side.
- Demonstrated experience with research technology, working as an expert/consultant with direct client interaction.
- Familiarity with all aspects of online survey research - design, programming, data analysis, and reporting. Experience with advanced methodologies (e.g., Conjoint, MaxDiff, Segmentation, etc.) is a plus.
- Strong client orientation and experience in customer support, training, consumer insights or similar role.
- Dedication to teaching and helping clients be successful on AYTM’s platform.
- Excellent communication skills in both speaking and writing.
- Strong history of teamwork and collaboration.
- Evidence of being a structured thinker that is able to address problems logically and resourcefully.
- Self-motivated learner who sets and achieves personal goals.
- Proven ability to troubleshoot and manage multiple priorities in an agile and quick-turn environment.
- Skilled user of the Microsoft Office Suite, in particular PowerPoint and Excel.
- Ability to coach, mentor and train direct reports is crucial in this role. Experience with people management and team leadership in that regard is highly desired
- Ability to be a constructive contributor to a rapidly growing team and lively company culture.
What we offer:
Since its inception, aytm has been a fully virtual company, which means you’ll be working remotely from the location of your choice*. While being a zero-emission commute and providing you with an amazing level of freedom, convenience, and flexibility, it requires a certain inner discipline and capacity to be effective at a distance. Remote work experience is preferred, but not required.
Additional benefits include:
- Health Insurance with generous company contribution
- 401k company contributions
- Exciting perks and flexible schedule
- All the tools and on-board training needed to succeed
- Great colleagues and an opportunity to sail into uncharted waters with a profitable company that is changing its industry!
*While this is a remote-work position, employees should ideally reside within the following states: AL, AK, AZ, AR, CA, CO, CT, DE, DC, FL, GA, HI, ID, IL, IN, KY, LA, ME, MI, MS, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, PA, RI, SD, TN, TX, UT, VT
Location: Remote - Anywhere
Skills required for this job:
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