Research Manager

Platform Support Specialist, London, SE1

Full Time. Hybrid working.

This is a fantastic opportunity to break into the exciting and fast-paced tech industry! Be at the forefront of market research tech, working closely with our market-leading platform and clients. Deliver exciting tech solutions with brilliant client servicing and management.

Our purpose is to connect our customers to the people who matter the most to spark opportunities, and to truly deliver on our purpose we need an enthusiastic customer-centric, tech-savvy individual with an investigative nature, who strives to introduce innovative solutions that add tangible value to clients. The role offers the right candidate the opportunity to have a big impact on the company.

You will be developing an in-depth knowledge of the  panel & research platform and will work closely with clients to ensure they are delighted with their product. You will gain extensive experience in supporting customers through the onboarding process and configuring the platform to support their business requirements, fulfil their business objectives, and maximise ROI. You will need excellent interpersonal skills and the ability to solve problems, and the drive to continually look for ways to improve customer experience and opportunity to upsell our products.

My client is an exciting tech-led organisation that has shown significant growth over the last few years. We grow alongside our team members and this means the opportunity for quick progression on the career ladder is in abundance for talented and hardworking individuals!

This is a permanent hybrid role based within a social and close-knit team with an office location near central London - Waterloo.

Duties include:

• Liaising with the sales team to understand the customer’s business and requirements
• Support account set-up process, ensuring new accounts are set up for customers’ requirements
• Onboard & train new customers on the My client platform (panel management and survey tools)
• Enable customers to make the most of our platform by working with the project management team on the smooth delivery of self-serve projects
• Develop customer relationships that promote retention and loyalty
• Provide technical support/screen-share to different user groups & manage inbound queries
• Manage a platform helpdesk
• Analyse and monitor system usage: identifying pinch-points, areas for improvement, and identifying any at-risk customers
• Be the ‘voice of the customer’: working with product teams to prioritise product enhancements
• Educate customers on product capabilities & new features by maintaining our support wiki

Key Metrics:

• Customer satisfaction ascertained through feedback gained on the helpdesk
• Customer product adoption usage rates
• Internal process quality

The successful candidate will have:

• Minimum of 2 years experience in a technical research operations role
• Survey scripting experience on platforms such as Qualtrics, Decipher, Confirmit, etc.
• Analytics and cross-tab tool experience such as Q, SPSS, etc.
• A highly driven individual
• Excellent relationship building is key in order to drive retention and loyalty across the accounts
• Working experience with Excel and PowerPoint
• A desire to help users and solve problems
• A passion for tech/SaaS platforms
• A desire to dive into the deep end; comfortable with taking ownership and tackling the unknown
• A self-motivated person who thrives in a start-up environment and actively seeks autonomy
• An outgoing social and hard-working person
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What you will get from us

• Starting salary of XX
• Work with a variety of clients and industries
• A supportive team
• Flexible working from home or central London based office (min. 1-2 days in the office)
• A social, flexible and fun work environment
• A generous holiday allowance: 25 days leave excluding bank holidays and time between Christmas and New Year, plus a day off for your birthday!

My client is committed to being an equal-opportunity employer. All qualified applicants will receive consideration regardless of age, gender, ethnicity, sexual orientation, faith, disability, or other. We are continually finding ways to improve the way we work. Diversity is the key to success!