What You’ll Do

We are looking for an Account Manager with a passion for social data and consumer insights, who is highly motivated to deliver and drive value of Kairos, Networked Insights’ product solution.  The Customer Success team manages client SaaS Kairos license agreements and conducts Professional Services custom analytics and research.  The Senior Customer Success Manager will be responsible for using Kairos to deliver custom analyses with strategic, data-driven insights that meet client objectives, and facilitating external usage of Kairos among license holders.

You will establish a trusted, strategic advisor relationship with both SaaS and Services clients and have the opportunity to work collaboratively with multifunctional teams to ensure customer success, including Sales, Product and Data Strategy.

Responsibilities

• Work with VP to manage client relationship with a long-term, key predominantly Professional Services client in the financial category
• Lead all aspects of custom research and analyses:  identify client needs and objectives, develop analytical approach, execute the analysis using Kairos, manage project to deadline, prepare and present results to the client
• Manage day-to-day of accounts, including managing project pipeline, custom research and analytics deliverables, and communication with clients
• Own assigned SaaS accounts, including maintaining direct relationships with users to promote value and use of Kairos and managing scope
• Spearhead product onboarding and training, including overseeing custom configuration of Kairos based on client need
• Monitor account health including Kairos usage, scope management, facilitate client retention, and identify upsell opportunities
• Serve as client advocate for product optimization and innovation

What You’ll Need

• Minimum of 3 years in an agency, consulting or customer success role, with at least 1 year of direct client relationship management
• Experience working on marketing strategy, consumer insights, and/or campaign measurement 
• Experience with social data mining and analytical techniques- Boolean query writing would be great
• Ability to train others on the use of a SaaS platform whether client users, or teaching colleagues how to use the tool
  
• Excellent communication skills with the ability to tell the story behind the data and uncover actionable insights
• Skilled in data mining and analysis methods, including intermediate to advanced proficiency with Excel (e.g., pivot tables, v-lookups), knowledgeable with SQL preferred
  

Who You Are

• Self-starter and quick learner who is comfortable working both independently and collaboratively
• Critical and strategic thinker, a naturally curious individual who strives to find the “why” in the data and is adaptive and creative in their analytical approach
• Enjoy teaching others how to use tools and data
• Dedicated to highly accurate and thorough data analysis and a desire to learn and apply new data mining techniques
• Excels at project management and initiating process for efficient account management

What You’ll Get

• Ownership and challenge in your work
• Collaborate with intelligent and highly skilled coworkers
• Competitive compensation
• Stock and Equity Options
• Excellent benefits, including health, dental, vision, disability, 401(k) and life insurance
• Generous paid time off policy including paid parental leave
• Company Culture that is Committed to Work-Life Balance for each and every employee
• Casual office environment with a startup feel – We have a particular fondness for Peanut M&Ms
• Fantastic Downtown Location connected to the Merchandise Mart

If you are interested and think you can keep up with our team, then we would love to hear from you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.