Senior Customer Engagement Specialist

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October 23

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aytm

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SaaS • Artificial Intelligence • Market Research

aytm is an advanced consumer insights platform that provides technology and expertise to empower market research initiatives. With a focus on agile consumer insights, aytm offers a range of solutions including a predictive sample engine, survey authoring tools, and real-time reporting and analysis dashboards. Their proprietary consumer panel, PaidViewpoint, is highly regarded for delivering quality responses. Additionally, aytm utilizes AI-powered tools such as Skipper, an AI research assistant, to facilitate faster, actionable insights. The platform is tailored for various industries such as banking, healthcare, telecom, and more, helping businesses to make informed decisions based on comprehensive research insights.

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Provide customers with technical guidance on aytm’s platform in partnership with Customer Success/ Account Management teams. • Identify, trouble-shoot and escalate any tool/platform-related technical issues and find solutions in partnership with internal teams to drive engagements forward. • Lead and participate in client conversations related to survey execution and support. • Provide consultative platform expertise on surveys and execution by leveraging an in-depth understanding of previous customer work. • Conduct pre launch checks of client programmed surveys and assist with technical survey edits/optimization. • Review and set-up basic survey logic for customers and train on advanced logic and techniques. • Continue to grow and develop training competencies. • Launch and execute fieldwork in partnership with the panel operations team. • Assist clients with post-field services, including data cuts and filters within the platform’s reporting functionality. • Perform platform related administrative tasks, organize materials, and navigate customer-related filing systems. • Perform independently and collaborate as a part of a team in a remote, virtual, and entrepreneurial setting.

🎯 Requirements

• 3+ years of experience in Project Management, Customer Service or other technical roles. • Demonstrated experience with online platforms and tools. • Direct experience using one or more online survey platforms oriented toward DIY use (Qualtrics, Decipher, Survey Monkey, SurveyGizmo / Alchemer, or QuestionPro) is a plus • Market research and/or consumer insights background and familiarity with all parts of the online market research life cycle (questionnaire design, survey programming, fielding, data analysis, and reporting) is a plus. • Strong interpersonal skills- must be able to collaborate internally as a part of a team and externally with clients. • Evidence of being a structured thinker who can address problems logically and resourcefully. • Self-motivated learner who sets and achieves personal goals. • Fluent in using Google Workspace (formerly G Suite) and Microsoft Office. • Advanced Excel knowledge is a plus. • Ability to be a constructive contributor to a rapidly growing agile team and lively company culture. • Ability to work in a fast-paced, dynamic culture Organization/prioritization abilities

🏖️ Benefits

• Unlimited, responsible PTO - With a recommended minimum number of days taken each year • Affordable Insurance -$0 deductible Health plans plus dental, vision, and more! • 401k retirement - Account with automatic company contributions • Dependent Care - a pre-tax benefit account that you can fund to pay for eligible dependent care services • Professional Development - Bring your professional Development needs to the table and get your career nourished • In-Home Snack allowance - Who doesn’t love some yummies to get you through the day? • Cellphone/Internet credits - Get tax-free credits to use toward your cell phone and internet utilities. • Equipment and Structured Onboarding - We will provide you with the equipment and tools you need, along with great onboarding courses to set you up for success. • Paid Volunteer Time - We support you helping others • Great colleagues and an opportunity to sail into uncharted waters with a profitable company that is changing its industry!