• Associate Director, Client Success

    Job Locations US-CA-Los Angeles
    Posted Date 4 days ago(12/7/2018 10:56 AM)
    ID
    2018-1194
    # of Openings
    1
    Category
    Client Services
  • Overview

    Fuel Cycle is seeking an Associate Director of Client Success to support our growing client base . As the Associate Director of Client Success, you will be responsible for supporting our Fortune 1000 clients by leading all Client Success activities, such as, on-boarding, training, technical support, services, adoption, advocacy, retention, etc., and outcomes. The ideal candidate is passionate about client services & market research, exhibits excellent communication skills and able to simultaneously manage multiple projects with shifting priorities.  As the Associate Director of Client Success, you will be responsible for leading and managing the efforts of a cross-functional team for each of your assigned accounts.

     

    Fuel Cycle is the leading market research cloud that combines both qualitative and quantitative data to power real-time business decisions. Through online communities, product exchanges, panels, and more, Fuel Cycle offers the only all-in-one market research platform for brands to connect to their customers. With Fuel Cycle, organizations can quickly act upon reliable data to help predict the future of their industry and stay one-step ahead of the competition. Headquartered in Los Angeles, Fuel Cycle powers the world's most customer-centric brands including Google, Hulu, Church & Dwight, Viacom, AIG and more. Its partners include SurveyGizmo, Voxpopme, Protobrand, Userzoom, Salesforce and many others across the MR ecosystem. FUEL CYCLE's software platform is available in a Self Service and Full Service offering. Via the Self-Service offering, brands and agencies are able to quickly and easily deploy research projects and advocacy programs, practically at the click of a button. With our Full-Service offering, knowledgeable Client Services and Community Management teams provide thought leadership and maximize community value for Future 1000 companies in media, technology, financial, consumer product goods, automotive, and more.

     

    Interested in working in a fast-paced start-up environment with lots of growth and learning opportunities? Looking for an opportunity to work with some of the most prominent brands in the world and get exposed to multiple industries? Look no further! Come join us – We can offer you friendly coworkers,  snacks and coffee straight from our kitchens, exciting office happy hours and other fun events. We provide excellent benefits such as health, vision, and dental. We also offer supplemental benefits such as AD&D, life insurance, 401k and much more.

    Responsibilities

    • Support Customer Lifecycle
      • Understand customer journey
      • Respond to listening points in journey (usage, satisfaction, etc.)
      • Develop relationships with users and turn them into FUEL CYCLE champions
      • Establish success plans that clarify client goals
      • Understand client research objectives, prescribe appropriate research methodology, and lead research team to execute quality and impactful reports
    • Engage in Customer Success Activities
      • Onboarding
      • Training
      • Customer Support
      • Project Management
      • Renewals
      • Cross-sell / Up-sell (with sales)
      • Customer Advocacy
    • Manage Client Health Metrics with Technology
      • Salesforce
      • Internal dashboards
    • Advocate for Clients Internally
      • Align with Marketing around marketing to existing clients
      • Align with Product around driving product roadmap
      • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
      • Align with manager for measurement and forecasting

    Qualifications

    • 10+ years of years in a customer success/account management role
    • 10+ years of market research experience, ideally with some in a full-service research firm
    • Exceptional verbal and written communication skills
    • 4-year college degree required.
    • Team player with demonstrated communication and leadership skills. Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers.
    • Strong intellectual capacity coupled with constant curiosity
    • Able to identify and measure both quantitative and qualitative signals of client renewal
    • Extreme energy, highly self-motivated and passionate about success
    • Able to travel occasionally

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