Customer Success Manager

🕒 October 10

🇨🇦 Canada – Remote

💵 CA$90k - CA$100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Sago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1968

📣 Marketing

🏥 Healthcare

Marketing • Healthcare • Market Research

Sago is a long-standing industry leader providing qualitative and quantitative market research solutions with over 55 years of experience. The company offers a comprehensive suite of services, for instance, global qualitative and quantitative research, neuromarketing, and consulting. Sago serves a wide range of industries including consumer packaged goods, financial services, media, and healthcare. They are committed to forming deep customer connections through adaptive solutions and a consultative approach, including leveraging AI technology such as their Query AI feature to enhance insights and research efficiency.

📋 Description

• Lead the delivery of Insights Communities while building strong, consultative relationships with clients • Ensure each program meets business goals and delivers an exceptional member experience and insights • Manage community setup, recruitment, engagement, incentive management, renewal, and overall health • Collaborate with sales to understand client needs and provide proactive, tailored recommendations • Design creative solutions using available tools and processes to exceed client expectations • Serve as the primary contact for clients, internal teams, and external vendors • Lead client calls and strategize on activities to keep the community engaged • Manage vendors and partners to ensure projects stay on schedule and within budget • Ensure timely completion of deliverables, including invoicing deadlines • Monitor program elements, anticipate and resolve potential problems • Work within Sago systems throughout the project life cycle • Provide clients with timely updates on community status • Support programming, data processing, insights, and reporting teams • Validate and prepare datasets, reports, engagement activities/calendars, community communications, and incentive management • Meet client timelines and quality expectations efficiently while maintaining project margins • Work according to company SOPs • Perform other duties as assigned

🎯 Requirements

• Technical orientation, logical thinking, analytical and solution-oriented mind • Customer service, multi-tasking, and time management skills • Quickly adopts to changes and new processes • Superior communication and consultative skills • Focus on quality and attention to detail • High work ethic and team player attitude • Client Focus • Effective communication skills – written and oral • Collaboration and Teamwork • Ability to multi-task and flexibility • Decision Making and Problem Solving • Fluent in English (written and oral) • Bachelor’s Degree or equivalent • Must have 3-4 years of client-facing experience in a market research environment and Insight Communities • Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus • Advanced MS Office skills (Excel, Word, PowerPoint) required • Experience in DIY survey tools (e.g. Alida) is a plus

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