Overview

About the job

About Cint:

Cint is a global software leader in digital insights gathering. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the world’s largest consumer network for digital survey-based research, made up of over 130 million engaged respondents across more than 130 countries.

More than 2,000 insights-driven companies – including Kantar, Zappi, GfK and SurveyMonkey – use Cint to accelerate how they gather consumer insights and supercharge business growth.

Cint has a rapidly growing team across 14 global offices including London, New York, Stockholm, Los Angeles, Atlanta, Barcelona, Singapore, Tokyo and Sydney. (www.cint.com)

Overview:

We’re a global software leader in digital insights gathering. Our mission is to create the universal platform for gathering insights to help build better products and services. We are well on our way – but there’s still an exciting journey ahead of us. Do you want to join us?

The Role:

We are looking for a Senior Customer Success Executive to join our Central European Team to help us on our mission to help to transform the market research industry.

The Customer Success team works closely with clients to understand their business goals and co-operates with internal departments to ensure providing superb technology and services to our customers. This position is a combination of Account Management and Project Management. Dedicated to German speaking clients, you will be responsible for some key accounts from a commercial and operational perspective.

You will work in an agile manner, setting achievable deadlines and goals for yourself & others, ensuring continuous customer success and account management at pace. We expect you to keep a pulse on what’s going on, build relationships across the business, anticipate needs of stakeholders before they ask by taking a long-term view of the function as a whole

You should be endlessly curious about customers and their needs and connecting the capabilities of our technology, so they can gain insights.To succeed in this role, you will have a strong sales driven attitude, best case within the market research industry, even in a wider view and being open to manage projects for those customers, so they can use the platform themselves in a Do it yourself approach, while being open to Do it together with them for a limited time. The mix on sales and project management is 80:20.

You can identify problems and opportunities in the market and in customer conversations, connect them with our technology and communicate clearly to stakeholders and team leaders to offer suggestions and solutions if needed, and deliver on own and team targets.

Role Purpose & Responsibilities:

  • Be the main point of contact for clients; training clients our platform and managing their projects.
  • Proactively growing our footprint across all accounts, by driving platform adoption across the customers’ business through trainings and on-boarding
  • Proactively identify opportunities to help customers optimise their projects, ensuring we leave no money on the table
  • Proactively seek opportunities to up-sell to all customers
  • Working with Sales to support the acquisition of new customers and driving proactive strategic growth from existing accounts
  • Perform consistently and successfully across KPI’s and customer satisfaction metrics
  • Be highly responsive to all customer needs, leading the industry for speed and quality of response
  • Host trainings and workshops for your customers, tailored to their needs.
  • Be seen internally as a senior go-to team member with superior knowledge and skills
  • Support, mentor, influence junior team members and new starters

Role Requirements:

  • 4+ years of appropriate experience; industries: Market Research or similar in either a customer success, account management or project delivery role is essential
  • Fluency in English and German is essential for this role
  • Proven track record in delivering success for customers, driving platform adoption, and a structured and proactive approach to growing business
  • Solid technical understanding of broader tech and data landscape
  • Strong understanding of how to structure, optimize and deliver research projects
  • Strong empathy for customers and passion for revenue and growth.
  • Analytical and process-oriented mindset.
  • Interest in developing Account Management skills.
  • Proficient MS Office skills
  • Excellent written and verbal communication skills
  • Travel: you may be required to travel to see customers within your territory attributes
  • A strong team player and positive influence within a team
  • Strong problem solver – identify the cause of problems and propose solutions
  • Can-do attitude and results driven
  • Fast learner, proven history of taking ownership of performance.
  • Ability to reprioritize tasks; be agile in your approach, make decisions, and show flexibility to adjust to changing demands
  • Passionate about driving customers growth through proactive, structured account management.
  • Passionate about disruptive technology, Cints value proposition
  • Confident and credible with customers and internal stakeholders, consultative approach, and a ‘challenger’ mentality
  • Strong relationship builder, and strong proactive customer focus
  • Innovative and creative at finding process improvements and driving changes
  • You like challenges and want to work in a constantly evolving environment.

Our Values:

  • Innovation – We never think with limits. We continuously focus on solving problems to create value.
  • Collaboration – We unite in teams and work with people we can learn from to nurture value.
  • Accountability – We take ownership of our actions. We say what we do and do what we say, to deliver value.