Client Success Manager
Timisoara, Romania


TOLUNA
Toluna-Metrix Lab is a leading global research and insights provider that empowers clients to make smarter data-driven decisions. Combining our flexible platform, cutting-edge technology, expansive portfolio, and passionate experts, we simplify our clients' work and enable them to deliver greater business impact.
Introduction
Your primary focus will be to deliver a great client experience by meeting clients' strategic insights needs, either by supporting their DIY, ADIY (assisted DIY), or Field and Tab projects.
You will be integrated in a team of established researchers but have full ownership over DIY, ADIY or Field and Tab projects.
Responsibilities:

• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Be expert and proponent of Toluna Start, our proprietary consumer insights platform, for external and internal audiences
• Responsible for initial end-client training and onboarding on the Toluna Start platform
• Proactively contact & train clients on new solutions/enhancements
• Advise clients/users on custom survey approach and online reporting capabilities based on Toluna Analytics
• Questionnaire optimization/logic review
• Routinely review client’s programming to ensure best practices are met and implemented
• Project Management on DIY, ADIY or Field and Tab:Coordinate overall project activities with internal teams and clients Program surveys on your own or work with expert teams while ensuring programming edits are implemented accurately in a timely manner, and test link is checked before sending to client.
• Administer/monitor fieldwork either fielded by you or fielded by the field management team
• Monitor data quality
• Update client on (fieldwork) progress at regular intervals
• Enable account growth by proactively consulting on optimisation and opportunities for further usage. Ensure timely communication with sales and client lead is being practiced, including update on license status and credit balance/spending trends
• Coaching and support of junior staff members

Required skill set:

• 2+ years of experience in quantitative market research
• Ability to present a DIY platform and explain their solutions in a clear and engaging way
• Fluent in English - client conversations
• A high level of professionalism and integrity
• Self-motivation
• The ability to work in a very fast-paced environment
• Able to work independently
• Be proactive while multi-tasking & taking a hands-on approach with a can-do attitude
• Exceptional project management abilities, with a proven track record of successfully leading and managing multiple projects from start to finish at the same time
• Excellent communication skills, including the ability to communicate processes and ideas to a broad range of audiences, including clients and internal stakeholder

Our Values:
Acting with Ownership- Demonstrating individual accountability
Bringing a forward mindset- Being action-oriented, bold and entrepreneurial
Collaborating with Curiosity- Exhibiting teamwork through togetherness
Discussing openly, committing jointly- Sharing your views openly
Embracing empathy- Being egoless & caring
What we offer:
At Toluna, we’re all about creating a welcoming, diverse workplace where everyone can thrive. We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team. Inclusion and respect are at the heart of what we do. Our community connects over 72 million people across 70 countries. If you’re passionate about making an impact, we’d love to have you on board.
Other benefits:

• Professional & personal growth: Training opportunities and career development plan.
• Financial package: Competitive salary, performance bonus.
• Health: Private medical insurance.
• Work-life balance: Working from home policy.

Join our global team. We welcome big thinking and reward great work.