Customer Success Manager

About Walr:

Walr is a data creation company that supports insight professionals globally. It specializes in reaching diverse audience segments, leveraging proprietary technology, and offering bespoke services. With a comprehensive suite of tools, backed by a team of seasoned industry professionals, Walr’s services include efficient data collection methods, intuitive data visualization and reporting techniques, and supportive and transparent advice. Walr exists to unify the complex and fragmented research process by introducing more efficient, rapid, and straightforward methods.

As a rapidly growing company and acclaimed recipient of the Best Workplace in Tech™ and Best Workplace in Wellbeing™ titles, we're not just offering a job – we're inviting you to shape our journey. Empowerment and growth define us. Join us in reshaping the future of business.

About The Role:

Walr is looking for a Customer Success Manager within our Audience team based in North America.

The role is focused on ensuring that the delivery team provide quality market research audiences across a diverse portfolio of projects and clients. In a direct client facing role, you will build relationships with key stakeholders within Walr and our clients, delivering consultative services to ensure client expectations are consistently met and exceeded.

This role is well-suited for individuals who thrive in the dynamic environment of a startup, excel under tight timelines, embrace change, and effectively manage multiple tasks. The successful candidate maximizes share of wallet with customers and drives customer delight through delivering exceptional consultative service across projects in the quantitative data collection space. We are looking for an effective communicator with strong knowledge about the whole life cycle of projects from questionnaire logic, feasibility of audiences, data collection, through to project delivery against commercial targets. 

Please note: This is a remote-friendly role. If you're based in NYC, you're welcome to work from our NYC office near Grand Central Station as often as you'd like. However, we will likely require candidates who can work within Central or Pacific time zones.

Key Responsibilities:

• Proactively monitor the delivery of all sample work being delivered across your portfolio, with a specific focus on operating within gross margin targets.

• Liaise and effectively collaborate with internal teams ensuring successful project delivery

• Proactively anticipate possible challenges in projects and offer suggestions for preventive measures.

• Act as the first point of diagnosis/escalation for live project issues and troubleshoot towards solutions.

• Take on full ownership for all elements of managing and delivering strategically important sample projects where required.

• Ensure high quality for all client deliverables and act as a reliable quality control gate with high attention to detail.

• Support in the pre-sales and on-boarding phase for new clients.

• Build relationships with key client stakeholders through regular communication and F2F meetings.

• Act as the Walr subject matter expert on sampling and audiences.

• Take the lead on implementation of new sampling methodologies/technologies and internal rollout of new Walr proprietary audiences.

• Provide training and mentoring to sampling team members to improve overall levels of delivery at Walr.

Desired Experience:

• 2+ years’ experience in a market research environment in either a commercial or operational role with specific experience in sampling and sample management.

• Excellent project management, communication, and administrative skills.

• Technical and commercial proficiency.

• Solution-oriented and consultative with an innate curiosity and passion for the new.

• High level of proactivity to build lasting relationships and be top of mind for our clients.

• High level of organization and time management to juggle multiple tasks under tight timelines.

• Confident communicator with stakeholders via all channels and at multiple levels within an organization.

• Proficiency in Microsoft Office suite.

• Confident with data and explaining the impact of that data to support decision-making.

Desired Skills & Attributes:

• Commercial Mindset: You take a macro-view of your work and understand how your role contributes to the bottom line of the business. You have informed opinions on factors that affect its profitability or market share, and