Customer Success Executive

**About us**

Cint is a global software leader in technology-enabled insights. The Cint platform automates the insights-gathering

process so that companies can gain access to insights faster with unparalleled scale. Cint has the world’s largest consumer network for digital survey-based research, made up of over 160 million engaged respondents across more than 130 countries. Over 3,200 insights-driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.

In June 2021, Cint acquired Berlin-based GapFish - the world’s largest ISO certified online panel community in the DACH region - and in December, completed the acquisition of US-based Lucid - a programmatic research technology platform that provides access to first-party survey data in over 110 countries.

**The Team**

We are have an exciting opportunity for a Customer Success Executive to join our India team located in Gurgaon. The Customer Success team works closely with customers to understand their business goals and cooperates with internal departments (Sales, Development, Product, Marketing, Finance, etc.) to ensure that we are providing superb services, technology, tools and products so our customers can achieve their goals.

**The Role**

In this role, you would be allocated several clients and you would be their main point of contact. You will be responsible for some key accounts from a commercial perspective. Proactivity in this role will be crucial to ensure account growth and client satisfaction.

**Role Purpose & Responsibilities**

**1. Demonstrate high performing Customer Success behaviors and results**:

- Be highly focussed and effective at:

- Retaining and growing existing accounts
- Responding quickly to customer support requests and incoming bid requests, helping users to “self-serve”, understand the benefits of using the Cint platform, and unlock the benefits of doing so
- Ensuring all projects are delivered successfully and on time, being proactive at identifying potential problems early and supporting the customer to overcome issues
- Be a trusted advisor to the customer and build lasting relationships
- Helping customers to optimise their projects and delivering project success
- Perform consistently and successfully across KPI’s and measures of sales metrics, delivery/operational metrics, and customer satisfaction metrics
- Follow best practices and ensure consistency of approach as directed by the Head of Sales India

**2. Unlock Operational Efficiencies**:

- Deliver efficiencies through streamlining processes whilst maintaining positive customer experience
- Responsibility for project or platform selling as well as “project delivery”
- Ensuring projects are closed and invoiced on time

**3. Hit and exceed sales growth targets**:

- Ensure that monthly targets are achieved including both new and existing accounts
- Be accountable and consistently perform against all targets or metrics
- Proactively seek opportunities to up-sell to all customers
- Help in lead management & campaigns to increase our pipeline

**4. Drive Cint Platform adoption**:

- Turn project sales (sample) opportunities into DIY users and platform sales.
- Train and on-board customers as needed and support their adoption of the Cint platform
- Provide feed-back to product and supply teams as well as the Customer Success Director to enable greater DIY sales in future

**Role Requirements**:

- 3-5 years market research experience with expertise is handling RFQ responses based on sampling solutions
- Interest in developing Account Management skills
- Previous experience successfully performing in operations, account management or project delivery roles is essential
- Proficient MS Office skills
- Strong empathy for customers and passion for revenue and growth
- Capacity to multitask and absorb diverse information concurrently
- Analytical and process-oriented mindset
- You like challenges and want to work in a constantly evolving environment
- You're driven: No one needs to push you to excel; it's just who you are
- Eager to learn, adapt and perfect your work; you seek out help and put it to good use
- Be the face of Cint Customer Success in all your accounts

Travel Requirements:

- You may be required to travel to see customers within your territory

Our Values:

- We are accountable - We do what we say, and say what we do. We believe in transparency. We drive results.
- We work together - We listen to understand. We collaborate to find the best solutions. We help each other to succeed.
- We drive new ideas forward - We are passionate about innovation. We are curious learners. We take smart risks.
- We think beyond ourselves - We are respectful and compassionate We champion diversity and equality We promote a sense of belonging.